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:02/14/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/30/24 a technician from Greenshield came to perform ************ Control Service. There was snow on the ground and I had previously asked that we only spray 3 rooms inside the house and not spray the snow. Regardless, I was charged the full price of a **************** $160, when I only received partial service. Greenshield refused to charge me only for the services performed that day. Upon their refusal to lower the charge I said I didn't want service from them anymore. Their response was to add a $100 cancellation fee which I refuse to pay. The end result is Greenshield wants $260 for a light spray in 3 rooms with no outside service. I reluctantly paid the $160 but will not pay the other $100.

  

  Business Response

  Date: 02/14/2024

  The client called this morning about the balance on the account. One of the office staff answered his call and offered to schedule a follow-up to treat the exterior of his home. This was declined by the client. Because the client was not happy about his invoice, the call was passed on the the office manager (me). I explained to him why we did not adjust his quarterly invoice. His contract is for quarterly *******s for a set price every three months. Return visits and additional treatments for the covered pests are no extra cost. If a client declines a portion of the ******* at the time of the regularly scheduled *******, or if an area is not accessible at the time of *******, we do not reduce the price of the subscription cost, but will gladly return at a later date to treat any areas needed.

  When the client said he did not agree and wanted to cancel *******s, I informed him of our cancellation policy. His account has been cancelled and the fee has been billed. If he would like to avoid the cancellation fee, there is only one ******* left on the agreement to complete the contract. We are willing to remove the cancellation fee and schedule a follow-up ******* if he would like to fulfill the contract. After the April ******* has been completed and paid, he can cancel without any fee.

  Customer Answer

  Date: 02/14/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Greenshield billed me for services they did not perform.  I have no confidence this company will fulfill their obligation in the future, especially since this disagreement resulted from their desire to spray the snow for bugs and charge me when I said no.
  
  Regards,
  
  *************************
  
  
  
  
  

  Customer Answer

  Date: 02/16/2024

  Regarding Complaint # ********, Was closed today; however, I looked at the contracts the company sent and I never signed them. My sister is also a customer at her house and the contracts sent have her signature. I'd appreciate seeing a contract I signed. Thank you for your help! *************************

• Initial Complaint

  Date:11/20/2023

  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.

  We contracted on 9/25/2023 with Greenshield **** Services to remove mold from our crawl space addition and to encapsulate. The total quoted amount was $1,719.00 and we paid a deposit of $860.00. On 10/23/2023 their crew arrived, and the lead man was sluggish, wouldn't make eye contact and seemed out of sorts. I called the office and ask if they drug tested their employees and ***************** replied, the lead man has ********'s Syndrome and is just a little strange. ***** came to the house and looked into crawl space door at his workers and said everything is good and it's not easy to find people to do this type of work. They worked that day and returned on 10/24/2023 and they stated the job was finished. On 10/25/2023 we had our annual termite inspection done and the inspector said you have mold in your crawl space addition. We have called Greenshield numerous times and *****************, Greenshield's Director of Operations stated they did work per the contract, and we owe them for the work. We have received three emails with three different balance due amounts. I have requested an itemized invoice twice now and have not received one. On 10/31/2023 they reported my husband to TSI, Debt Collector. We have since had a reputable company come and inspect our crawl space addition and been given a quote to remove mold and perform a proper crawl space encapsulation. We made a deposit for work that was not completed properly and now they are trying to collect the balance due on a job that was never complete to begin with. ***************** was rude, disrespectful and unreasonable and has never come to our home to even inspect the shoddy work done by his employees. We don't want Greenshield doing anymore work at our home and we certainly don't owe them for a job that was never completed.Just as a side note we have been a pest control customer of ********************** for 4+ years and this is how they choose to treat their customers.I can be contacted at *************.Thanks you.

  

  Business Response

  Date: 12/11/2023

  On 9/25/23 Mr and ******************** signed a contract for work on their crawl space addition. The scope of service included replacing insulation, replacing the moisture barrier, treating exposed wood for fungus, sealing foundation vents and installing a **** outlet. The agreed upon cost of the work was $1,719.00 and a downpayment of $860 was made. The work began on 10/23/23. That morning the client called our office stating that they believed our crew lead was on drugs. The office staff immediately notified our Director of Operations, *****, who then spoke with the client over the phone. The client spoke horribly about the employees at GreenShield, based on their physical and social differences. However, ***** agreed to meet at the client's home to address their concern and make sure the job was being done correctly.
  When ***** arrived, the client claimed things were just fine. ***** agreed to come out the following Friday after the job was completed to perform a quality control check, and ensure the work met the clients expectations. The client also complained that the work should have taken two days instead of one, insisting the liquid treatment must have time to dry before new insulation was installed. This was not necessary as our crew consisted of 5 men, so it could certainly be done in one day. However, we adjusted our schedule to suit the clients wishes.
  The agreed upon work was completed on 10/24/23 with the exception of the **** outlet. *************** arrived on 10/27/23 to install the **** and the client sent him away. The client also refused to allow anyone from GreenShield to stop by for a quality check, going so far as to issue threats if anyone returned to their property. The client furthermore stated that they would not be paying the remaining balance that they owed.
  Regarding the presence of "mold" in their crawlspace, the scope of service does not include removal of the fungus we treated, just the treatment of said fungus. The fungus will remain visible but is no longer active. Regarding the billing, we removed the fee for the installation of the **** and sent a new invoice reflecting the new cost of $1,269.00 and remaining balance of $409.00. After the client stated their refusal to pay, the remaining amount due was sent to our collection agency, per our policy. 
  We stand behind the work we do and treat our clients and their homes with respect and professionalism. GreenShield and its management will not tolerate threats to our employees or discrimination based on physical and social differences.
  
  

  Customer Answer

  Date: 12/14/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *******************************
  
  
  
  
  

  Customer Answer

  Date: 12/14/2023

  Re:  Complaint ID #********

   

  I uploaded documents today to support our complaint against GreenShield.  First I would like to say we hired ******* Mechanical to remove mold and properly encapsulate our crawl space.  ***** with GreenShield never came to inspect their work after his crew left and we had called and told him there was still mold in the crawl space.  How can ***** state the work was done per the contract when he never entered our crawl space after his crew supposedly finished the job.  

   

  I did call GreenShield the morning their crew arrived because we were concerned with the lead man's sluggish behavior and slow speech.  ***** never answered my question regarding, "Do your drug test your employees".  I assume they don't.  I did not speak horribly about their employees and it his statement is untrue.  We offered the crew cold bottled water the whole time they were here.

   

  ******* (GreenShield Employee that wrote the contract) told us it would take two days to complete the work.  The mold treatment needed to day.  We were only going on what we were told by *******.

   

  We did request ***** come and inspect his work because we still had mold and he said work was done per the contract.  How could he say that work was done because he never came back to look at the work.  After this we told his electrician to leave because we were not going to allow anymore GreenShield employees under our house because ***** had not come by to inspect the job they did under our house.  We have paid ******* Mechanical to properly remove mold and due a proper encapsulation.

   

  We twice requested an itemized invoice from GreenShield and they only emailed a statement of account that reference invoice # ******.         They never sent us the itemized invoice they have reference on their statement. 

   

  We did not threaten any of GreenShield's employees.  We have never mistreated anyone based on physical or social differences.  We couldn't believe ***** made that statement.

   

  We totally disagree with GreenShield's statement.

   

  I have attached photos of the shape they left our crawlspace in.

   

  Thank you for your time and efforts.

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

  Customer Answer

  Date: 12/14/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

   

  I uploaded documents today to support our complaint against Greenshield.  First I would like to say we hired ******* Mechanical to remove mold and properly encapsulate our crawl space.  ***** with Greenshield never came to inspect their work after his crew left and we had called and told him there was still mold in the crawl space.  How can ***** state the work was done per the contract when he never entered our crawl space after his crew supposedly finished the job.  

   I did call Greenshield the morning their crew arrived because we were concerned with the lead man's sluggish behavior and slow speech.  ***** never answered my question regarding, "Do your drug test your employees".  I assume they don't.  I did not speak horribly about their employees and it his statement is untrue.  We offered the crew cold bottled water the whole time they were here.

   ******* (Greenshield Employee that wrote the contract) told us it would take two days to complete the work.  The mold treatment needed to day.  We were only going on what we were told by ***************

   We did request ***** come and inspect his work because we still had mold and he said work was done per the contract.  How could he say that work was done because he never came back to look at the work.  After this we told his electrician to leave because we were not going to allow anymore Greenshield employees under our house because ***** had not come by to inspect the job they did under our house.  We have paid ******* Mechanical to properly remove mold and due a proper encapsulation.

   

  We twice requested an itemized invoice from Greenshield and they only emailed a statement of account that reference invoice # ******.         They never sent us the itemized invoice they have reference on their statement. 

   

  We did not threaten any of Greenshield's employees.  We have never mistreated anyone based on physical or social differences.  We couldn't believe ***** made that statement.

   

  We totally disagree with Greenshield's statement.

   

  I have attached photos of the shape they left our crawlspace in.

   

  Thank you for your time and efforts.

   

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

  

  Business Response

  Date: 12/14/2023

  We stand by our statement and the work that we did. Attached are photos that we took the day the job was completed. As stated, the contract does not include any mold removal, that is not something we do. We treated the wood with ********************** for fungus, possible mold and wood destroying insects. See #2 on Service Information section of contract. We leave an inspection line along the edge of the poly for future termite inspections. Our contract lists the scope of service. We provided the client with an adjusted billing invoice as requested since they did not allow the electrician to install the **** outlet. We will not be making any further adjustments. 

  Customer Answer

  Date: 12/19/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  We stand by our original statements based on the following facts:

  1.  Mold may have been treated by Greenshield but there was still mold in our crawlspace after their treatment.  We called *****, as stated before.  His response was, work was done per contract, and we need to pay the bill.  We were told by termite inspector and another contractor that we still had mold in our crawlspace.  ***** never came to our house to inspect the job after his crews left.  How can he state the work was done per the contract.  We did make at least two phone calls to Greenshield and ***** never returned our call.

  2. The estimate from ******* Mechanical includes work that had to be done to clean wood for microbial growth and mold, repair vapor barrier, repair up to 5' spray foam and to tape existing barrier to make a seal.

  3.  When ******* from Greenshield inspected our crawl space and quoted work she did make the statement that their treatment removes mold and that we had a five year warranty.  My question then is why ***** wouldn't even come and inspect his work.

  4.  We never threatened any of his employees.   We did tell Greenshield not to send any of their workers back to our house until ***** had come to inspect the work they had performed.

  5.  We still have not received an adjusted billing invoice.  The only thing we received was a statement of account and not an itemized invoice for work performed.

  We are extremely disappointed that Greenshield has made untrue statements about our behavior.  We offered bottled waters to his workers and even one of the workers did not have a respirator on and asked us if we had any masks.   I gave him two face masks so that he could double them up.

  We appreciate the efforts of the Better Business Bureau and look forward to your response.

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

  
  

• Initial Complaint

  Date:07/23/2023

  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 told Greenshield Pest Control I did not want the pest service that was schedule one week from the day I called them. They claim their contract requires cancelation 30 days before service. They claim this is in their contract but they have not provided me with this contract. In addition, they have repeatedly increased their prices in the years we were an excellent customer of this company. I would assume these price increases would void any contract we signed years ago. I decided I no longer want service from this company. They said I still had to pay for the service even though I did not receive service since I didn't cancel 30 days in advance. I told them I would not pay for the service since it was not provided. One week seems like a reasonable amount of time to let them know I didn't want service. I have never heard of any appointment, including medical appointments that need to be cancelled more that 24 hours in advance. A week is certainly enough warning. Thirty days is unreasonable. They have now sent this to a collection agency. I consider this to be harassment, on top of being terrible customer service. They have permanently lost a very good customer.

  

  Business Response

  Date: 08/09/2023

  Hello,

  
  

  This is our response to case # 20363742

  
  

  Our cancellation policy mandates a 30-day prior notice for account cancellations. This information is clearly provided on the service agreement, a document signed by the customer prior to commencing services. In cases where a client requests cancellation with less than 30 days remaining until the due service date, we suggest allowing the final service to be carried out. However, should they opt to decline, a fee equivalent to the cost of the due service applies. We do allow clients to reschedule appointments upon request. The 30 day policy applies only to cancellations. 

  The client in question states that we did not provide them with a copy of their contract. Our standard procedure is to consistently provide documents to our customers, and the agreement is stored within the client's digital file which is accessible through our client portal.

  There were price adjustments in both 2021 and 2023, affecting all clients. These adjustments amounted to a mere 4% addition to each client's service cost. These modifications were necessitated by rising expenses such as fuel, wages, materials, and operational costs. Clients were duly informed of these impending increases ahead of their implementation.

  To address the final matter, outstanding balances are referred to a collection agency only after affording the client sufficient time to settle the payment. Our service agreement also outlines our policies on late fees and collections efforts.

  Though the client's factual claims hold some degree of accuracy, they appear to be exaggerated. The fee in question, which the client seeks to have waived, is indeed a valid obligation on the part of the client.
  

  
  

  If you need any further information, including specific pricing information or a copy of our service agreement, I will gladly provide it.

  
  

  Thanks,

  ****** B

  Office Manager

  
  

  Customer Answer

  Date: 08/09/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Their 30 day notification for cancelation of service policy is not reasonable. I am not going to pay for service I have not received. 
  
  Regards,
  
  ***********************