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:06/11/2024

  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.

  The company Ecoshield Pest came to my door in May of 2023. I believe ******************* with the company is the person I spoke with. After numerous attempts to turn the salesperson away, they persisted. I finally agreed to a contract with the understanding that if I was not satisfied, I could cancel. However after a few months, I tried to cancel, but was denied. I was told since it was not my name on the credit card they had on file I could not cancel service. I am the person who set up service. I am the only one they contacted about anything yet I was denied. I refused to pay, and canceled my card on file. However now they have turned it over to collections. I am so dissatisfied with this company, and am looking to just be done with them for good!

  Business Response

  Date: 06/19/2024

  Dear *****,
  
  Thank you for reaching out and providing us with the opportunity to address your questions and concerns. We have reviewed your account and confirmed that all sign-up procedures were followed and verified. The Service Agreement was reviewed with you, and the two-step verification process was confirmed when you responded "yes" to the welcome text, indicating your understanding.
  
  While we found that all processes were correctly followed, customer satisfaction is our utmost priority. As a gesture of goodwill, we have waived the $318 annual commitment discount payback for canceling the agreement prematurely. There are no further charges, and your account is now closed.

  Customer Answer

  Date: 06/24/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ************************************
  
  

• Initial Complaint

  Date:06/08/2024

  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.

  Contacted EcoShield (via a neighbor who contracted with the company) on July 6, 2023 to deal with ants on my property. Representative **************** came to my house and shared the price list. I wasnt sure if I wanted quarterly treatments but felt I had no other option at that time. ***** spoke about inflation and by contracting for multiple years I would keep the same rate as depicted on the price list. At no time did I consent to a multi-year agreement. ***** explained that in order to get the pest control service, I would need to give him a credit card and agree to a text message which I did. I do not normally text so ***** helped me say yes to the text message. There was no written agreement and one was not emailed to me until I signed that I would pay via the credit card after service was provided. As you can see on the attached agreement, the same signature (which I had to provide on ****** phone and couldnt see anything but a blank space where to sign) was used for both the credit card and to accept the agreement (which I had not yet seen). Not only that, but other statements on the agreement that I did not know about were initialed by ***** just using TH. At no time was it mentioned that there was a $300 cancellation fee and I didnt know until I was able to print the agreement that ***** had signed me up for a 72 month contract. I have to admit the technicians have been wonderful, but I do plan to cancel this agreement at some point prior to 72 months. Is there anything you can do about the $300 cancellation fee. I really feel that ***** was deceptive and as much as I hate to say it I was scammed into a 6-year agreement and I think you need to be aware of the companys deceptive practices.

  Business Response

  Date: 06/19/2024

  Hi *******,
  
  Thank you for reaching out and allowing us to address your concerns. We apologize if you felt the sign-up process with the sales representative was not clear. We have procedures in place to ensure new customers are fully aware of and understand our services and plans.
  
  Customer satisfaction is our utmost priority. I have noted your account to ensure that the annual commitment discount payback will be waived if you ever decide to cancel our services. We are committed to doing everything we can to prevent any dissatisfaction. If you are ever unhappy with our services for any reason, please feel free to reach out to me directly at ********************************* I am here to assist you with any of your concerns.
  
  Thank you again for bringing this to our attention.

  Customer Answer

  Date: 06/25/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *****************************
  
  

• Initial Complaint

  Date:05/26/2024

  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.

  ******** representing the company knocked on my door even though I have a no solicitation sign.

  Business Response

  Date: 06/03/2024

  Dear *****,

  I sincerely apologize for the inconvenience caused by our salesman knocking on your door despite the clear "No Solicitation" sign. We understand and respect your right to privacy and your preference not to be disturbed. Thank you for bringing this to our attention. We appreciate your patience and understanding.

• Initial Complaint

  Date:04/24/2024

  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.

  I signed a contract with eco sheild for Pest control. They came to my door last August 2023. I paid in full for treatments for inside and outside. And then they would come on a regular basis to spray for pest control. They came on sept 6th 2023and the guy didnt know if he was there to spray inside or outside so he sprayed outside. I never heard from them again and never got the inside work i was promised and paid in full for. Then nov 2023 they took over $210 out of my bank account. I called and asked them why they took money but didnt render any services. I was told they didnt know why. I told them they no longer had permission to take money out of my account with out rendering services. I didnt hear from them again til marchb2024. They wanted to make an appt and charged me over$210 once again. I asked again about the money they took in nov and still didnt render services for. They didnt give me an answer. At that time i cancelled my contract due to them breaching the contract and taking money but not rendering services. I didnt hear from them again until today in a text messages telling me i owe close to $380 for cancelling my contract. I called them. Again i asked why they were taking money but not rendering services and i didnt owe them anything because they still owed me services i paid in full for but never received and told them the reason i cancelled my contract was because they breached it by not rendering services and taking money out of my account and this was the only way i could stop them from taking anymore money from me. I tried to work it out by getting the services i already paid for but didnt receive. They then said they came out in dec 2023. And i owed them money for that. I told them nobody came in dec and i have security cameras to prove it. The solution they tried to give me was to shorten my contract and give me discounts on future services. I asked again about the services i paid for but never received. I told them i shouldnt have to pay anything for the services i paid for but didnt reveive including the indoor service i paid for when i signed up with them. They said indoor services were done by request and i didnt request it. I reminded them that I paid in full and they Were supposed to tell me when they were coming and never did even after i contacted them 2 more times in sept 2023 after the sept 6th outside spray but never heard from them again and had to call them in nov to see why they took the money out and didnt render any services. I was then told there was nothing they could do about it. The guy said he was trying to help me by giving me $20 off the next time they came out and if i didnt want to agree to that then he was going to report me to a collection agency. Refused to refund me

  Business Response

  Date: 05/06/2024

  Dear BBB,
  
  We appreciate the opportunity to provide our findings in response to the complaint, which alleges false statements by the consumer.
  
  Attached, you will find a screenshot of the invoices for this customer's account. Our records show that they were charged only twice: once on August 10, 2023, and again on September 11, 2023, for the egg cycle service. Additionally, the service on December 7, 2023, was provided free of charge in response to the customer's concerns about ant issues.
  
  Regarding the request for interior services, we did schedule an appointment in December to address this. Unfortunately, the customer was not present to ***** our technician access to the property. We did not receive any communication from the customer about this missed appointment, which leaves us uncertain if the need for interior services was an actual concern to begin with. We did not hear from this customer again until March 19, 2024, at which point they stated they no longer required our services.
  
  Based on these findings, the charge of $300 for the annual commitment discount payback, applied due to the premature cancellation of the agreement, is justified.
  
  Thank you for allowing us to clarify these points. Please let us know if further information is needed.

• Initial Complaint

  Date:04/21/2024

  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.

  We agreed to a service with Ecoshield to help with centipedes, spiders, and voles. This was meant to be a quarterly service. After a couple months of subpar service it got worse. Despite trying to reschedule an appointment during the winter months, they refused to do so and showed up anyway. I wasnt too happy about this. Then after the next visit in which nothing was completed (my neighbor observed), I wanted to end my service. My neighbor stated that all he did was walk around the home. No spraying or work was done and she mentioned it was a total of probably 5 minutes at most. I talked with her about this service so she was aware of the issue. After trying to consult them with no response, I have over a $600 bill for the two visits and a cancellation fee. When I initially signed up, no cancellation fee was disclosed. In fact they stated it was not a contract.

  Business Response

  Date: 04/29/2024

  Dear ******,
  
  Thank you for reaching out and providing your valuable feedback.

  Enclosed, please find a copy of the Service Agreement that you reviewed and signed, which was also sent to you for your records. I would like to clarify that our service guarantee does not cover voles and centipedes. However, we want to ensure that you are satisfied with our services in all other respects.
  
  We have confirmed that your last appointment on February 7, 2024, was completed as scheduled. If you feel that certain areas were missed during the service or if you have noticed ongoing pest activity, please remember that our service guarantee includes complimentary interim visits to address any concerns.
  
  According to our records, we have not received a request for an interim service visit from you, and despite multiple attempts, we have been unable to reach you. We are eager to resolve any issues and ensure your satisfaction, so please contact us at your earliest convenience to schedule any necessary additional service.
  
  Thank you once again for your feedback, and we look forward to assisting you further.

  Customer Answer

  Date: 04/30/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21604667
  
  I am rejecting this response because:
  
  I have a bill that is approximately $636. Where is this bill coming from. The $200 service fee and the $200 cancellation fee is $400. I need to see an actual bill of what I owe and I would no longer like to continue service. 
  

  I was given a false promise of voles and ants and no information about a cancellation fee until now. 
  

  
  Regards,
  
  *******************************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 05/30/2024

  Hi ******,
  
  The total balance of $634.60 is itemized as follows: $212 for the service visit on 11/7/23, a $10 late fee, $212 for the service visit on 2/7/24, and $200 for the annual commitment discount payback.
  
  The $200 annual commitment discount payback is outlined in the service agreement reviewed and received at signup. This was also confirmed through our 2-step verification process text, which we have attached for the BBB's reference.
  
  If you have any further questions or need additional information, please let us know. We are here to assist you.

• Initial Complaint

  Date:03/04/2024

  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.

  I have been receiving a quarterly service from Echoshield Pest control Philadelphia for almost 2 years. Recently we got cameras. I was home today when they came to treat the house. I did not answer the door. They showed up at 10:31. Sat in the truck until 10:36. Got out knocked on the door. Sprinkled on cup of granulated material around the perimeter of my house and were back sitting in their truck at 10:41. They continued to sit in their truck until 10:55 and then left. I was then charged $179.14. I called the company to complain and cancel. They offered me a lower rate for future services but insisted I pay full price now in order to cancel my service. If I did not approve payment they would not cancel my service. How is that allowed? If anyone would like the videos I have supporting my claim, I would be more than happy to supply it.

  Business Response

  Date: 03/21/2024

  Dear ***,
  
  Thank you for contacting us and giving us the chance to address your concern. We deeply regret any disappointment you may have experienced during your last visit. At our company, we hold honesty and integrity in the highest regard, and it concerns us greatly to hear that you felt these values were not fully represented recently.
  
  To assist us in understanding the situation better, could you kindly send the recording from that time period to ********************************* We are committed to thoroughly investigating this matter to prevent such occurrences in the future with our technicians.
  
  Once we have reviewed the footage, we will be in touch to discuss a suitable resolution. We appreciate your patience and cooperation as we work to ensure this matter is resolved to your satisfaction.

• Initial Complaint

  Date:02/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ecoshield defrauded me by taking my money and not providing the pesticide services they promised. I have attached a detailed explanation. They charged $242.74 twice in less than a month last year (July 2023) and now are trying to collect another $318. They visited the house three times but, per their own documentation I am providing, never serviced the property. They committed to applying pesticides to the entire yard, around the house exterior, inside the house, and also to eliminate the ground wasp nests that had taken over parts of the yard. The pesticides applied were astonishingly inadequate. I have listed several examples in the attached explanation of what would minimally be required, per their own reports, and what they used, also attached. These are the invoices that show what I paid for and how much I paid. After they failed to service the property three times I gave up and bought my own pesticides to do myself what I was paying them to do. Those receipts are also attached. As an analogy, this is like paying a company to paint your house but they only paint a small square on the side. When you call them back to finish they return and do the same thing. When you call them back the third time, they still only paint the same square but charge you for the job again. When you give up, paint the house yourself, and ask for your money back, they send a debt collector to try to make you pay a third time for the job they never performed. I have explained the situation to Ecoshield and requested a refund many times to no avail. Desired resolution is to recover the money they took fraudulently, stop the debt collection on the $318, and help prevent others from also being swindled by Ecoshield.

  Business Response

  Date: 03/17/2024

  
  Hi ***,
  
  Thank you for reaching out and bringing your concerns to our attention. Your complaint details have been uploaded to your account for further review. We will promptly investigate the matter and work towards a resolution to address your concerns.

  Customer Answer

  Date: 03/27/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21308216
  
  I am rejecting this response because:

  The response just states they will investigate. They have had months to investigate. Im still waiting for the refund for the reasons already documented and submitted.
  
  Regards,
  
  *********************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 04/18/2024

  Hi ******,

  We wanted to follow up and see if you have been contacted by local management? If not, we will make sure this concern gets expedited. 

  Customer Answer

  Date: 04/30/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21308216
  
  I am rejecting this response because:
  There has been no effort to resolve the complaint. The response from the business was to ask if I have received a response. No, I have not received a response, other than the strange question. Please provide the refund for the reasons already documented and submitted.
  
  Regards,
  
  *********************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 06/02/2024

  Dear ***,

  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience and frustration you experienced due to the pest activity remaining at your home after our two initial services. We understand how important it is to have a pest-free home, and we are genuinely sorry that our services did not meet your expectations.
  
  At Ecoshield, we stand by our 100% satisfaction guarantee, which was available to you after the egg cycle treatment. We regret to inform you that this guarantee is no longer available because of the cancellation of your services back on 11/8/23. Had the services not been canceled, we would have continued to work diligently to resolve the pest issues to your satisfaction, as stated in the agreement.

  Regarding your questions about the product usage report and services we provided, we are more than willing to assist. One of our experienced service managers is available to answer any questions you may have and provide detailed explanations of the treatments used.

  As an act of goodwill, we will waive the $318 annual commitment discount payback that is currently in collections. We hope this gesture demonstrates our commitment to customer satisfaction and our willingness to make things right.

   

• Initial Complaint

  Date:01/26/2024

  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.

  When the salesman (****) knocked on my door his sales pitch was 2 treatments and after that I can cancel at anytime. When they informed me they were coming for another treatment I called to cancel, as I thought was my option, and they informed me that the contract cannot be cancelled until they complete 5 treatments, it's a quarterly contract. I called the main office and they repeatedly tell you to read the contract, when I explained what the salesman pitched, the again tell you to read the contract. No resolution, it's a money grab.

  Business Response

  Date: 02/22/2024

  Dear *****,
  
  Thank you for reaching out to us.
  
  Upon reviewing our records, it appears that you enrolled in a ***************** subscription agreement with us. Attached, please find screenshots confirming this understanding through our 2-step verification text.
  
  If you have any further questions or concerns regarding your subscription or any other aspect of our services, please do not hesitate to let us know. We are here to assist you and ensure your satisfaction.

• Initial Complaint

  Date:01/24/2024

  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.

  Entered into a contract for complete pest services. The services did not work. Yellow jackets and other stinging insect habitats remained in place. They were supposed to be removed. Specifically, the biggest problem is my front porch. My husband had to try to remove them but their are still remnants. Spider habitats not removed. Spoke to a representative about the issues. She tried to lower the price but wouldn't allow me to cancel even though services on their end failed. They were supposed to show up for an appointment the next day. No call. No show. They just automatically set up an appointment for tomorrow. I emailed and texted that I am canceling due to the fact no one showed last time. I don't want my money back. I want to cancel the services because they are awful. They don't even post signs that the areas were treated like other pest services. Do not enter into a contract with this company. Complete scam.

  Business Response

  Date: 02/16/2024

  Hi ****,
  
  We regret to learn that our services have not met your expectations. According to the quarterly service agreement you entered into, you are entitled to complimentary in-between services should you encounter any pest issues following a treatment. However, our records do not indicate any such request from your end.
  
  Upon receiving feedback regarding unsatisfactory results, our protocol is to promptly schedule a complimentary touch-up service to address any concerns. We would appreciate the opportunity to rectify this situation and ensure your complete satisfaction. Please let us know a convenient day and time for our scheduling team to coordinate a visit that suits your availability.
  
  Thank you for bringing this matter to our attention. We are committed to resolving your concerns and providing you with the quality service you expect from EcoShield.

  Customer Answer

  Date: 02/20/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21191876
  

  Proof of emails attached. 

  
  I am rejecting this response because:On January 24, **** I received a notice for treatment on 01/25/24. I wrote back twice. The first notice was that I was canceling due to a no-show appointment. The second email stated that you do not have permission to treat my property.
  
  Not only did you treat my property without permission, your employee addressed my 15-year-old son, not me.
  
  This contract needs to be canceled immediately. I spoke to my neighbors and it appears 2 of them had the same issue with you. I will put a notice up on my ******** neighborhood page when you have your employees come to my neighborhood to sell contracts. I will disclose my experience with everyone.

   

  
  
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 02/22/2024

  Hi Suzy,

  Thank you for your cooperation in providing those emails. After further review, we have waived the balance and closed the account. There are no other charges due, as we waived the annual commitment discount payback as an act of goodwill towards you.

  Customer Answer

  Date: 02/23/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************
  
  

• Initial Complaint

  Date:01/17/2024

  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.

  They had a door to door sales man sell a treatment plan that used natural chemicals. We said we had bees and later found out that the product they use is toxic to bees. In addition the service was not satisfactory and I asked them to stop but now they are trying to charge a cancellation fee. I pay for service but not for their extortion

  Business Response

  Date: 03/04/2024

  Hi *****,
  
  Thank you for bringing your concerns to our attention. After conducting a comprehensive review of your account, we confirm that all sign-up procedures were diligently followed.
  
  The Service Agreement, including its terms and conditions, was thoroughly reviewed with you, and you provided your signature indicating your understanding and agreement. Additionally, a copy of the agreement was promptly emailed to you for your reference.
  
  We understand that the Service Agreement outlines the pests covered and includes details about the annual commitment discount chargeback that would be applicable should you choose to cancel prematurely.
  
  Should you require further clarification or assistance, please do not hesitate to reach out to us. We are committed to ensuring your satisfaction and addressing any questions or concerns you may have.