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:08/02/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After reading all of the other complaints I realize how dishonest and misleading this company is because my issue falls right in line. 5/30/2023 I purchased this service for my friends house to help him out. I was told I was signing up for 5 service visits every 3 months and that I could cancel at any time the salesman quickly scrolls through his ipad showing me the service I was signing up for but at the time I didn't see anything about a cancelation fee, and I still don't see it in there! After the first service 5/31/2023 I called to cancel because my friend had money again. When I called I was told that they recommend one more service just to be sure the carpenter ant and bee eggs and larvae were all gone so I paid for another visit on 6/29/2023. I called today 8/2/2023 and was read a scripted replay, offered a lower payment and all that nonsense I finally said I don't want anything else I want to cancel my service because I don't live here and the bugs are gone. I was then told I would have to pay $300 dollars to cancel my service early which was never mentioned before. So they flat out lied and were very rude and condescending when I tried to resolve the issue asking me things like "did you even read the contract" yea still don't see where that $300 cancel fee came from. This company is run from the bottom up and they're a scam.

  Business Response

  Date: 08/06/2023

  Hi ******,

  Thank you for reaching out and sharing your feedback with us. We want to extend our sincerest apologies for any communication that *** have come across as condescending. Our team is dedicated to providing excellent customer service, and we deeply regret if we fell short of delivering that experience to you.
  
  Upon reviewing your account and the details you provided, we want to clarify the Annual Commitment Discount of $300, which was offered to you as an incentive for completing the 5 quarterly services. As per the policy outlined in the "Notice of Right to Cancel" section below your signature on the Service Agreement, the discount is subject to being paid back if the agreement is canceled prematurely.
  
  However, we want to emphasize that our primary goal is to ensure our customers' satisfaction and to avoid any feelings of being misled. We understand your concerns, and as a goodwill gesture, we have decided to waive the discount chargeback. Your account has been closed, and there are no additional charges.

• Initial Complaint

  Date:07/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/26/2023, a sale representative for EcoShield came to solicit the services at our house. He has assured us again and again that what we paid and signed is only for the initial. He assured us that whats on the service agreement is only there for us to know about the services and we may cancel the services at anytime without penalty. We asked multiple times to ensure that there were no fees associated if we do decide to cancel. The sale representative also told us that the second follow up visit in July is part of the initial process and we would not need to pay. He presented like it was part of the deal we got for signing up and having the service done on the same day because they were already doing the work in our neighborhood. So we agreed to pay the one time charge to get the initial service done the same day. Once the technician was done we were assured that another technician will be back as part of the initial treatment process to complete it and there will be no additional charge. What the technician said matched with what the sale representative said so we thought everything was good until we got the notification about the 2nd appointment today (7/26/23) for tomorrow (7/27/23) and was told we had to pay additional $160 plus tax to get this follow up appointment and it was never included as part of the initial process. We were shocked and upset because we were assured by both the sale representative and the technician. Of course we want to immediately cancel and we were told we have to pay a cancellation fee because of the promotion we received. This condition was never presented or explained to us. In fact, we were assured that there would be no cancellation fee and there is no contract involved and we may cancel the service anytime without penalties. We were clearly deceived by both the sale representative and the technician about the service agreement and the process. We want the business to cancel our account without charging us the cancellation fee.

  Business Response

  Date: 07/31/2023

  Hi *****,
  
  Thank you for taking the time to share your experience with us. I want to extend our sincere apologies for any misunderstandings that may have occurred during the sign-up process. We truly value your feedback, and we appreciate your understanding as we work to improve our services.
  
  Our customer service team aims to provide the best possible solutions for our customers, but we understand that miscommunications can happen. Please know that the early cancellation fee of $240 was mentioned based on the information we had on file at the time.
  
  Your satisfaction is our priority, and we never want our customers to feel coerced or uncomfortable in any way. In light of your decision to discontinue services, we will gladly close your account with no charges incurred.
  
  We regret any frustration this situation may have caused, and we hope you will consider EcoShield in the future if you require pest control solutions. We are continually striving to enhance our processes and communication to better serve our valued customers like yourself.

• Initial Complaint

  Date:07/18/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Complaint regarding EcoShield Pest Solutions Dear Better Business Bureau, I am writing to file a complaint against EcoShield Pest Solutions. On June 9th, 2023, I entered into a service agreement with EcoShield Pest Solutions following a door-to-door sales visit. I was misled and led to believe that the agreement was for an initial discounted service, as per their advertising. However, upon closer examination of the contract, I discovered it was for a 12-month service agreement, with quarterly charges of $200. This was a door to door sales guy who lied to me and had me try to read the contract on a tiny **** Mini display. I have attempted to cancel this agreement within the three-day cooling off period as outlined in their terms and conditions. Despite sending three emails to the company and several phone calls requesting the cancellation of the agreement, I have not received any response or acknowledgment of my request. Furthermore, it has come to my attention that their sales practices may have violated local solicitation laws, as our Homeowners Association has a strict No Solicitation policy, which is legally enforceable. I kindly ask for your assistance in resolving this issue. I would like to cancel my service agreement and ensure I am not charged further. Based on the seemingly thousands of nightmare reviews out there regarding this company I want to ensure that I do not get caught up in their questionable business practices. Attached are copies of the agreement, the advertisement that influenced our decision. Thank you for your attention to this matter. Best regards, **

  Business Response

  Date: 07/19/2023

  Hi *****,

  We sincerely appreciate your feedback regarding this matter, and we apologize for any inconvenience it may have caused you. After reviewing the provided copy of the Service Agreement, we acknowledge that the initial quote for the service was $350. However, as a token of appreciation for agreeing to complete the subscription service agreement, you were granted a discount of $161.
  
  In light of your claim that you requested to cancel the agreement within the 3-day right period, we want to ensure a fair and satisfactory resolution. As an act of good faith, we have decided to honor your request and will not be charging you the $161 discount.
  
  Please be informed that your account has been officially closed, and there is no other balance associated with it.
  
  We apologize for any confusion or inconvenience caused, and we genuinely value your business. If you have any further questions or concerns, please do not hesitate to contact us.

• Initial Complaint

  Date:07/13/2023

  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.

  On May 23rd 2023, a door to door EcoShield person convinced my elderly wife to sign a 2 year commitment for pest service. She was told it was $209 per year and that she could cancel at any time 3 days after the contract date for $99 . She signed up on a tablet and they said they would send a contract via email. Not thinking more about it the first payment of $222.85 was made including tax. The next month another $222.85 was charged to our credit card for another visit when we were not home for 10 mins worth of work. Reviewing the details of the contract it was not anywhere near what the sales person verbally stated. The contract shows 5 visits for $209 + tax and $300 to cancel if not cancelled within 3 days of the contract date. We cancelled the contract and paid the $300. So at this point we are out over $700 for about 30 mins worth of actually service provided. This is very shoddy/fraudulent business practice preying on people in general and specifically elderly people. We are looking to get some of this money back, at least the cancellation fee.

  Business Response

  Date: 07/18/2023

  Hi ****,

  We appreciate your feedback and thank you for reaching out to us. We are genuinely sorry to hear that you have chosen to cancel our services. Our primary objective is to ensure customer satisfaction, and we regret that we were unable to meet your expectations in this regard.
  
  We would like to emphasize that the Service Agreement, which includes pricing, frequency, discounts, and terms, was presented to you and thoroughly reviewed. Additionally, a copy of the Service Agreement was emailed to you after you signed it. We strive to provide transparency and ensure that our customers have a clear understanding of our services.
  
  Regarding the service provided on 5/24/23, which took place between 10:04 am and 10:43 am, we apologize if the results did not meet your expectations. We offer free follow-up visits to address any concerns when customers communicate their feedback to us in a timely manner. If you were dissatisfied with the results, we regret that we did not have the opportunity to rectify the situation through this means.
  
  As of today, your account has been closed, and there is no outstanding balance. We have attached a copy of your Service Agreement for reference purposes.

• Initial Complaint

  Date:05/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was scammed and bamboozled. The 1st initial appointment was to hook, line and sinker a household in. I was lied to by the field technician. On the initial day of service, the company missed both sides of the home when sweeping for the webs, eggs, etc and also dusting to keep the webs, etc away. I called the Field Technician the following day, because that is when I noticed it was missed. He, ******, told me that he would call me back THAT day by 1:30pm. He did not. NO ONE called me to tell me when my follow up would be scheduled. When I called the company to tell them that I would be cancelling services, he finally called me back to see why I was cancelling. I explained and he started to argue with me and he also stated that my follow up would be for that night at 7pm. I was NEVER informed of that appointment and it did not work for our schedule. The company has no respect for the customer. It was then that ****** told me that I would have to pay the 'discount' price of $161 since I was cancelling. I was NEVER told that I would have to pay that. I was only told it was a discount. He argued with me about it and would NOT let it go. He kept cutting me off when I was trying to speak and that goes against what you do when a customer is talking. One technician also used MY water to fill his tank and NEVER shut it off. So, I am to take that on the chin? I paid for a service and I will not pay for services that were not performed at this address. It is also distressing to know that you can NOT talk to a physical person at the location . All call are forwarded to, from what the field tech ****** said, to *****. I want LOCAL from the Norristown facility. All being said, I will stick with my LOCAL and PERSONAL company, which is a neighborhood company and much cheaper, by a lot!

  Customer Answer

  Date: 05/30/2023

  If I am reading correctly, You need the physical address of where the service was performed.  That is : ************************, Penns Grove, NJ. *****

  Business Response

  Date: 06/23/2023

  Hi ****,

  This issue was handled on 5/30/23. Your account is closed and there will be no other charges.

• Initial Complaint

  Date:05/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ** from Ecoshield Pest Solutions was going door to door in my neighborhood soliciting service. He spoke with me outside on my front step about the services they offered. My Nest doorbell recorded everything. I advised him he could send me more information by email as I was working at the time. He was trying to get me to schedule an appointment and I said no I needed to look into things further and do more research because I already had a contract with Aptive exterminator. After he left I saw the company had multiple BBB complaints so I never called him to sign up for their services. Today I received a call saying that I had service scheduled for this coming Monday, May 22! I never enrolled in this service! I called their corporate headquarters today and got transferred to multiple departments. They told me they were looking at a contract and saw a signature and I advised I never saw a contract or signed anything! I kept asking to speak to a manager and they kept telling me none were available. They finally sent me the attached email saying account was closed and it even had an account number *******! When we hung up, I received a text saying my service is scheduled for Monday! I called ** at ************ from door tag and he said it must have been a computer error and he knew I never enrolled in anything. He said no service would be done because no credit card on file. This company is very shady and I am worried they will show up on Monday and then send me a bill. Please log this complaint and ensure that this company does not harm anyone else.

  Customer Answer

  Date: 05/23/2023

  Hello,

  The company address was not provided on door tag. ** mentioned about Philadelphia. He also said he was originally from ******** and mentioned how they call back yards patios there. I also have my whole conversation with him saved on my phone from my **** Doorbell clips. Should I send those too? ** can be reached at that phone number. I talked to him on Friday to question why he enrolled me in a contact and he claimed that it was a computer glitch. 

  Thanks,

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

  Business Response

  Date: 07/13/2023

  Dear BBB,

  Based on account notes, this resolution was met back on 5/19/23 when the customer reached out. The account is closed and no charges were ever made.

• Initial Complaint

  Date:05/15/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction - 5/13/23 Amount of money paid to business - $0 locked credit card Service - Pest control business Dispute - Used deceptive sales practices that hid actual contract requirements and took advantage of situation that didn't allow me time to fully read and understand what I was being agreeing to. There is no reason a legitimate business needs to use these tactics.Company used deceitful sales practices and took advantage of situation where I was under pressure to leave residence for a wedding and therefore didn't have time to evaluate and understand contract. Salesperson used what I guess are known as step sales. Started with price and service, then mentioned annual contract. Once passed that point I was told I would receive a text to initial just to confirm price and annual contract, was never told I was waiving 3 day cool off period in force in PA. Again because of the pressure to leave for a wedding I was duped into signing away my rights.I am filing this complaint before I contact the company since I am 100% sure they will deny my request to be released from the Contract based on their deceptive sales practices. Because on these deceitful practices I do not want to do business with this company. I am sure there are reputable pest control companies I can do business with that don't operate in this manner. If the company is to do the right thing and release me from the Contract I respectfully request that the complaint text that is made public simply consists of a buyer beware statement regarding this company. Hopefully this will help other people who are too trustworthy of companies and people not to make the mistake I did.

  Business Response

  Date: 05/17/2023

  Hi *******,

  This is confirmation that your account was closed on 5/15/23.

  Customer Answer

  Date: 05/25/2023

  [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:04/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We tried this company They camE every 3 months. They did the outside lawn and inside in the house. They were supposed to come March 29. Did not knock at door, but left door placard. Said they did the entire lawn, never did the inside. They did not do the entire lawn, gates were not touched to enter rear. Animal boxes were not touched. Rescheduled 4/4 and they never showed up. Rescheduled for 4/6 10:30 am. Came at 4:00 pm we did not want their service at that time. They have texted and telephoned, and emailed me several times. When I call them back i get someone I cannot understand what they say, who will not connect me with the names I've been given to call. Yet, they want all of my information! I have requested our last automatic drawn fee of $148.54, March 30. refunded. They refuse to return my money for a SERVICE NOT DONE!!!!! Several calls, texts, emails, from them, from me. *****I have three email files I cannot upload to this complaint.*****Desired Outcome/Settlement THIS IS AN EMAIL I RECEIVED FROM THEM, ONE OF MANY EcoShield Pest Solutions - Philadelphia <**************************************>To:*************** Tue, Apr 11 at 2:09 PM View Your Account: Customer Portal Account Number: ******* Logo ********************** Pest ********************** - ********************** ************************************** ************** Eco Shield Pest Solutions Greetings!This is *********************** Care Specialist from Eco Shield Pest Solutions. We appreciated you reaching out to us. We are more than happy to provide a perfect solution to your concerns.

  Business Response

  Date: 04/26/2023

  Hi ****,

  Thank you for bringing this to our attention. We apologize for not being able to service the whole property on the 3/29/23 visit. From the account history notes, we attempted to resolve this by providing you with a free follow up that was rescheduled. When 4/12/23 came around, you asked our customer service rep to cancel the account and the free scheduled visit. Due to your request, the appointment was canceled and the account was closed.

• Initial Complaint

  Date:02/10/2023

  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.

  In May of 2022 I signed a contract with EcoShield Pest Solutions LLC of Philadelphia. This was for seasonal pest control for $199 per treatment. It was mandatory to pay by giving EcoShield your bank Debit Card to automatically withdraw the payments from my bank account. I had an immediate initial treatment inside my home and paid the bill by them automatically withdrawing from my bank account $199 on 5/19/2022 (see bank statement below). They were due again in June for the next treatment. Come June 2022 I noticed that they withdrew $199 from my bank on 6/15/2022. They were scheduled to come out that day, but they did not. I know they did not service me, because I work from home and was home the entire day waiting for them, as I wanted to warn them that I have a cat in the backyard, and please don't spray near her. I thought maybe they didn't come because we had some rain earlier in the week, so I decided to give them a few days to show up.I waited 5 days, and EcoShield still did not show up. I called their office, and they told me they did do the service on 6/15/22! This was a lie. I was home and I have ADT security video that shows no one came on my property. I spoke to a manager and said I wanted out of the contract, as I know they were lying to me. They said there is a $200 cancellation fee. I told him you already took $199 from me on 6/15/22 for no reason, and to consider that my cancellation fee. They won't. They have since put their bill collection agency A.R.M. on the case to constantly hound me. I wrote A.R.M. a 5-page letter showing all of the fraudulent claims against EcoShield on-line. They will not give this up! EcoShield is a scam-based company with zero customer care, All they want is your auto-debit money!!!05/19/22RECURRING PAYMENT AUTHORIZED ON 05/18 ECOSHIELD PHILADEL *********** AZ S302138627060910 CARD 2961$199.00 06/15/22RECURRING PAYMENT AUTHORIZED ON 06/14 ECOSHIELD PHILADEL *********** AZ S382165828070520 CARD 2961$199.00

  Business Response

  Date: 03/06/2023

  Dear ****************
  

  Thank you for taking the time to communicate to us why our service did not meet your
  expectations. We have every desire to address your needs and provide the best solution
  available to resolve your concern. I apologize for any inconvenience this
  may have caused you over the length of your contract with us.

  
  After investigating your account and checking our GPS system we did provide service on
  6/15/22 between 1:14pm and 1:40pm by ************** ***************************. I believe we have
  honored the contract you agreed to by providing the service on the times outlined in the
  agreement.

  
  If you have any further questions I will be more than happy to address them with you.
  You may reach me by my contact information below. Thank you.

  Customer Answer

  Date: 03/11/2023

  [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: 19383157
  
  I am rejecting this response because: I cannot accept a business practice that automatically debits my bank account, while providing no proof of service to the customer when the service is performed. ********************** does not knock on the customer's door, leave a receipt at the door, put a warning flag in the yard, or any kind of proof that they were on your property. Yet, the have to have an auto-debited bank account for customer payment, clearly to take money from customers for doing nothing.

  EcoShield says their GPS indicates that the serviceman was at my residence. He was probably eating his lunch in his truck. I was home all day; he did not service my yard. I have a clear view from my work area of the yard. A huge 18 foot glass window/door. I spoke to the serviceman. I asked him, do I have a pool in my yard? He could not remember. I do have a pool in my yard. My security camera did not pick up anyone on my property that day.

  There are over a hundred complaints of EcoShield's business practices on-line. I am not the only one who feels cheated. 

  All I want as a resolution is for EcoShield to leave me alone. Their collection agency keeps hounding me. The amount they say I owe magically doubled. Not until EcoShield stops this baseless harassment, will I be satisfied. I paid the cancellation fee. Now please leave me alone!

   

  Regards,

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

  
  

  Business Response

  Date: 04/06/2023

  Hi *******,
  
  Appointment reminders were sent to *********************** a week before the service took place. We did send a product usage and service report after the service was completed, but it seems like the email was incorrect. I just resent the report for the visit to the correct email. We also want to clarify that the initial discount chargeback of $200 was not paid. The $430.94 balance that was sent to collections includes the $200 invoice for canceling prematurely. 

  Customer Answer

  Date: 04/12/2023

  [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: 19383157
  
  I am rejecting this response because:

  Again, I have the video of my back lawn for the entire day which shows you were not here. I was home the entire day. And I was taking care of a cat on the back deck, so I was watching out for your visit to speak to the service man about the safety of the cat. There is no way you were present. Just look on the internet to see the dozens of other customers EcoShield scammed.

  You did get the original payment according to ***** *********** They did refund the $199 to me originally, but then took it back from me after you would not settle the dispute with them.

  When your business practices are to not knock on the door, not leave a receipt, not leave any indication that you were on the property, quite frankly, this reeks of fraud. 

  The letter you sent me last week just shows what chemicals are in your pesticides, it does not show what you say you used on my property. 

  This will not be resolved unless we go to court where I can easily prove my case, or you realize your service man, who couldn't remember I had a deck or pool in my back yard, is either lying or serviced the wrong property that day. (Which is most likely what happened.)

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

  
  

  Business Response

  Date: 05/18/2023

  Hi *******,

  
  Could you please send the footage from the day and time to ********************************? Everything on our end shows ************** was there and completed the service.

  Customer Answer

  Date: 05/26/2023

  [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: 19383157
  
  I am rejecting this response because: I would send the video but there is a problem. You only accept 8MB in size for the attachment. This is a larger than a GB.
  
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 07/13/2023

  Hi *******,

  You can send the video directly to me at ********************************. 

  Customer Answer

  Date: 07/15/2023

  [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: 19383157
  
  I am rejecting this response because: I would like to send you the camera video if it will settle this case, but I do not know how to send a many GB file to an email address. It's too big for my email account to attach. I can think of 2 possible resolutions:

  1) If you'd like me to put it on a USB drive, please send me a 32GB USB drive and a return addressed mailer envelope with postage paid by you, so I can ship it to you. This is a large file because it has many hours of footage on it.

  2) If you'd like to try a shorter video of just the times of day that you would like to see, maybe that would work over my email because it would be a smaller file size. But I am not sure. I would have to find a way to edit the file. If you'd like to try this resolution let me know what hours you would want to see.
  
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 03/12/2024

  Hi BBB,

  The discussed time frame for the video that is needed for review is 6/15/22 between 1:10pm and 1:45pm. If you can please send it to us at ******************************** for review. 

  Customer Answer

  Date: 03/29/2024

  [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: 19383157
  
  I am rejecting this response because:

  The business had 10 days to respond to me. They waited 8 months to respond! 

  They broke the rules.
  
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:01/23/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Writing this on behalf of my mother, ***********************. I have POA because my mother has Parkisonain dementia. Eco Shield came to my mother's home on 8/5/22 claiming the next-door neighbor had an infestation of mice. I should note my husband arrived and asked the two men to leave the premises and we don't want any chemicals or bait. When my husband left they came back and my mom let them into her home (very scary) and pressured my elderly mother to sign a "contract". On 8/5/2022 she gave them her debit card number and paid them 189.74. Later, when they called my mother to make an appointment to come out again to do another treatment, my mother told them that she did not want any treatments because she did not have mice. They told her it would cost her I think it was 500.00 to break the contract. My mother said she did not have this type of money and she got scared. They sent us bills. I do her billing. I tried to get a copy of this so-called contract and never received it. They then sent us to a Collection Agency is ****** *********. The Client Account Number is *******. The collection agency letter said to send a letter by January 7, 23 if we disputed the invoice, which I did and I included contact information. I just received another bill from them. Now they say we owe a Principal Amount of 919.48. What they refuse to understand is the contract is null and void since I have POA. I have tried to tell them this. In addition, there are many complaints about Eco Shield online. There is a warning on the Lower Makefield Township Police Dept. that says "ECO Shield Solutions is not an Approved solicitor in LMT. Please do not engage with these solicitors and contact the police immediately when they are in the area." I should note that my mom has a NO SOLICITATION sticker on her front door, yet that did not stop them. We would appreciate your help in this matter. I may be reached at 215-907-0581. I'd be happy to present POA paperwork if needed. Thank you in advance. ***********

  Business Response

  Date: 01/26/2023

  Thank you for bringing this to our attention. We want to sincerely apologize for the frustration you must be feeling. I reviewed the account notes and did not find any mention of your mothers conditions. According to account notes, we last spoke to the daughter on 10/31/22 and emailed over the copy of the Service Agreement, but the email it was sent to is different from the one you provided within the complaint. If you could send POA paperwork over to [email protected], we can waive and remove the $500 invoice from collections for you and your family. We again, apologize for this situation, but hope to hear from you soon.

  Customer Answer

  Date: 02/01/2023

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

  Thank you for your response. I will forward you the POA paperwork tomorrow. My concern is that you are waiving a cancellation fee of 500.00, but because you sent us to collections, they sent a bill for a Principal Amount of 919.48. We are requesting that all fees be waived. 

  
  
  Regards,
  
  ********************* POA for *****
  

  Business Response

  Date: 02/09/2023

  Hello,

  The POA documents were received and the $500 invoice for canceling prematurely was waived as promised.