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:06/26/2025

  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.

  6/26/2025 What I left in a Yelp Review: I arrived at home to a Salesman from your company at my porch steps. He had knocked on my door already, my wife peered through the window and ignored his request to engage. He waited anyway and stood still as I pulled up. When I got out of my truck I announced I was not interested in his services. He tried to introduce himself and got closer to me, and I again told him sternly to leave my property. He again stayed and tried to talk about his services, and I yelled for him to leave as I pointed to the street. He finally agreed, said, ok, and walked away. I firmly believe companies have the right to "follow the path of the mailman," to solicit services. However, when you have to ask like I did for you to leave, you are being very unprofessional. I will never recommend this service to anyone, and if you return to my property, you will be trespassing, and authorities will be called.The only resolution I would want is that they acknowledge they have been warned that a return visit to my property will only end in trespass prosecution.

  Business Response

  Date: 06/27/2025

  Hi ********,
  Thank you for taking the time to share your experience. We appreciate the opportunity to address your concerns directly.
  At Ecoshield, we strive to engage with our community in a respectful and professional manner. Our representatives are trained to recognize and honor personal boundaries, including any clear indication that a homeowner is not interested in our services. We understand how frustrating it can be to feel that your request to end an interaction was not immediately respected, and we regret any discomfort this may have caused.
  What you described is not in line with the standards we set for our team. We take feedback like this seriously and will be reviewing the details of this situation internally to ensure appropriate steps are taken.
  As a precautionary measure, we have added your address to our internal Do Not Contact list to help prevent any future visits from our representatives. We fully respect your wishes and want to ensure your preferences are honored moving forward.
  Thank you again for bringing this matter to our attention.
  Sincerely,

  Customer Answer

  Date: 06/27/2025

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *************************************************************************************************************.
  
  Regards,
  
  ******** ********
  
  
  
  

• Initial Complaint

  Date:06/24/2025

  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.

  We started service May 17th after a visit from a *** for Ecoshield. We agreed on the initial service and follow *** for quarterly service. The first service date was rescheduled by the company, and we asked that they please contact us prior to the following visit. We were told they could only give us a 4 hour window. Which we had to have since they were treating both inside and out of the home. The communication was poor during the first service by the tech. Overall we assumed this would get better and had hope we would see some relief from ants and other bugs/pests. The next day of service was scheduled again within a 3 hour time span. When an hour passed from the time frame given I contacted the company with no response. I reached out to the online consultant ***** I requested our service be rescheduled since we needed to be home for them to treat the inside of our house. After taking off work that morning I gave them several times and days to reschedule with us. I was told they were coming by that afternoon regardless. Then when I asked to please be rescheduled they stopped responding. I asked for a contact number to cancel my agreement and again was met with silence. I finally got back in touch with someone who attempted to reschedule us again and then was told I signed a contract so if I wanted to cancel they would be charging me a $250 fee. After reviewing the companies practices I feel they are predatory in nature, they rely on cancellation fees and tactics to keep people in their contracts. My hope is that Im reimbursed for the services as I still have a pest issue and the company clearly does not plan on following their portion of the contract.

  Business Response

  Date: 06/25/2025

  Hi ******,

  Thank you for sharing your experience. I'd like to better understand what happened and make this right.

  Since you mentioned the pest issue is still unresolved, wed like to offer a complimentary technician visit to re-treat the interior and exterior of your home and address any active concerns.

  Could you confirm if you'd be open to this, or if you'd prefer to proceed with cancellation instead? You're also welcome to contact us directly at ***********************************************.

  Thank you,

   

• Initial Complaint

  Date:06/18/2025

  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.

  My correspondence to EcoShield explains my complaint. They have not replied to either of requests for a response.From: ******** ****** ************************** Sent: Tuesday, June 10, 2025 2:05 PM To: ************************************** Cc: ***** ****** <*******************************>Subject: Re: EcoShield I'm writing to inquire about the status of my refund. ________________________________________From: ******** ****** **************************Sent: Thursday, May 29, 2025 2:59 PM To: ************************************** <**************************************>Cc: ***** ****** <*******************************>Subject: EcoShield To:EcoShield Pest Solutions This is written notice to cancel automatic billing to my account. In addition, this is notice of a request for a full and immediate refund of a charge for $169 for services performed at my home by your company in April of 2025, which were unsuccessful and unsatisfactory. Further, this is a demand for a full and immediate refund of the $250 fee illegally charged to severe a relationship with EcoShield. As you can see from the attached Class Action lawsuit, your cancellation fee constitutes both a violation of consumer protection laws and a violation of common law. Please refund both the $169 charge and the $250 charge to the card ending in 0291 (as seen on the service agreement) by 5 pm on Friday, June 6, 2025. ******** ****** ***** ****** ************************************************************************************** ***************************************************************************************************************** ----- Forwarded Message -----From: Ecoshield Pest Solutions - Richmond <**************************************>To: ************************ <*******************************>Sent: Tuesday, April 29, 2025 at 01:50:37 PM EDT Subject: Copy of QUARTERLY from Ecoshield Pest Solutions - Richmond

  Business Response

  Date: 06/20/2025

  Dear ********,
  Thank you for reaching out to us. We appreciate the opportunity to address your concerns and clarify the details of your account and service experience.
  After reviewing your account, we understand that your cancellation request followed your initial service, which was completed on April 30, 2025. It is common to see a temporary increase in pest activity after the first treatment. This occurs because the product is applied to nesting and hiding areas, flushing pests out into the open. For this reason, your plan includes a follow-up visit 30 to 45 days after the initial treatmentoften referred to as the egg-cycle service. This visit marks the beginning of our 100% Service Guarantee and is a critical step in breaking the pest reproductive cycle and achieving lasting results.
  Regarding your request for a refund of the April 30 service, we must respectfully decline. Our technician completed the scheduled treatment, and product was applied in accordance with our standard protocols. Since the service was rendered as agreed, the associated charge remains valid.
  As for the $250 early termination fee, our customer agreements are confirmed through a thorough three-step verification process to ensure transparency and understanding from the beginning:
  Verbal Explanation The sales representative provided a detailed overview of the service plan and agreement terms during the signup.
  
  
  Emailed Service Agreement A copy of the agreement was sent to you on the same day it was signed. This document outlines the service structure, early termination policy, and includes a 3-day right-to-cancel window.
  
  
  Welcome Text Message You received a text message summarizing key points of the service plan, including confirmation of a quarterly agreement, the billable egg-cycle visit, and the early termination fee if canceled outside of the 3-day cancellation window or before the end of the contract term.
  Our records show that you responded to the welcome text with a 1 to confirm, which completed the onboarding process and indicated agreement to the terms outlined in the documents and communications. These steps are designed to provide clarity, ensure mutual understanding, and prevent confusion regarding service terms.
  We have reviewed your account and can confirm that it is now closed with no outstanding balance all charges applied were valid based on the terms agreed upon. We appreciate your understanding and the opportunity to clarify.
  Sincerely,
  
  

• Initial Complaint

  Date:06/10/2025

  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 5/25 At the time of scheduling, I was explicitly told the technician would treat for ticks and mosquitoes along with general pest control. When the technician arrived, he informed me he was not certified to perform those additional services. That was the first failure to deliver on what was promised.On 5/30, I called to report an issue with flies and again brought up the missed services. I was told someone would contact me and come out by Monday, 6/2. That never happened. I followed up again on 5/6 and was met with excuses and unhelpful responses. The representative I spoke with read from a script, avoided direct questions, and provided no meaningful resolution.I asked for a full refund due to the failure to render services as agreed upon. Instead, I was told a cancellation fee would apply. Today 6/9 I was invoiced for $250.

  Business Response

  Date: 06/11/2025

  Hi *****,

  Thank you for your patience while we reviewed your concerns. Although we are unable to issue a refund for the completed service, Ive gone ahead and waived the $250 early termination fee as a gesture of goodwill.

  Your account has been closed, and no further charges will be made.

• Initial Complaint

  Date:06/03/2025

  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.

  5/20/25, a man from EcoShield came to my door to sell me a pest control contract. I stupidly agreed without researching the company, shame on me. We agreed on quarterly services, and an appointment for 5/21/25 was made for the first service. The tech showed up on time for the appointment and treated the exterior of my home along with 2 exterior doorways. I was told the interior was not needed so I agreed (we never had any issues inside so this seemed appropriate). Another tech returned 2 days later and fogged for mosquito's. I was told not to be alarmed if I saw more ant activity outdoors immediately after treating, that was normal for them to try to escape and find a new home. Several days after we noticed a small amount of ants inside our home, we did not panic. We set out a few non toxic traps from ********** and assumed it was increase before the decrease as explained. Well over the next couple of days the ant went from a few to hundreds and growing. In the course of 24 hours they were in every room of the downstairs of our home. Blankets of ants in my furniture, dishwasher, cabinets, and countertops. Simply everywhere!!! I called Echoshield which offers a satisfaction guarantee, free interior treatments, and offer to come out anytime between scheduled visit if issues occur but they refused. We went in circles for days. First they said they couldn't come because they already sprayed my interior which is completely FALSE! After discovering the tech(s) falsified service records they agree to come back out. It took an entire business day and at least 5 customer service **** to get anywhere. I accepted the offered appointment of the following business day between *******pm. I arranged for my compromised child to stay with family because he cannot breath in the chemicals needed to stray (Ecoshield knew I did this) and then they no showed the appointment! No text, no email, no phone call nothing!

  Business Response

  Date: 06/03/2025

  Dear Ms. ***************** you for taking the time to share your experience. We sincerely regret to hear about the frustrations you've encountered and appreciate the opportunity to respond.
  At EcoShield Pest Solutions, we take all customer concerns seriously and strive to address them promptly and professionally. While our agreement includes a satisfaction guarantee, it is structured around a two-step process, beginning with an initial service followed by an egg cycle service 3045 days later. This is designed to ensure the most effective long-term pest control results. During this initial period, we do not typically perform additional treatments unless the initial service was incomplete or missed specific areas.
  That said, we understand your concerns regarding ant activity and the missed follow-up appointment, and we recognize the disruption this caused. After reviewing your account, we can confirm that your services were canceled as of June 2, 2025. As a gesture of goodwill and in recognition of the inconvenience, the early termination fee has been waived in full.
  We appreciate your feedback and are actively reviewing this matter internally to ensure service reliability and communication standards are maintained across our teams.
  We wish you and your family the very best.

  Business Response

  Date: 06/04/2025

  Hi ******,
  Thank you for taking the time to share your experience with us. We understand your frustration, and we sincerely apologize for the inconvenience and stress this situation has caused.
  Our goal is to provide consistent, high-quality service and ensure customer satisfaction. In pest control, its not uncommon to see increased pest activity shortly after the initial treatment. This occurs because the treatment begins disturbing the pests' nesting sites, causing them to become more visible before the population decreases. This is also why we include follow-up egg cycle services every 3045 daysto help break the reproductive cycle and establish a lasting barrier around your home.
  That said, we understand your concern and your expectations, especially given the challenges you experienced with communication and service follow-through. Ive reviewed your account and can confirm that it is now closed with no outstanding balance. Additionally, the early termination fee has been waived as a gesture of goodwill.
  We respect your decision to discontinue your service with us and truly wish you all the best moving forward.
  Warm regards,

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair 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.

  Aggressive pushy salespeople who keep visiting my house, multiple times in one day. Even at 8:30 at night. This is unacceptable and borderline harassment. Do not solicit at my house ever again.

  Business Response

  Date: 05/23/2025

  Dear Ms. *************** you for bringing your concerns to our attention. We sincerely regret any frustration or inconvenience caused by uninvited visits to your residence.
  EcoShield Pest Solutions does not maintain a policy of revisiting homes multiple times in one day, nor is it our intention to cause disruption or discomfort to any community members. We appreciate your feedback, and we take such concerns seriously.
  To ensure your preference is respected moving forward, we can add your address to our internal Do Not Contact list. This will help us prevent future marketing or service outreach to your home. Please provide your full address so we can take the necessary steps to ensure this is honored.
  We value your feedback and the opportunity to address your concerns directly.

  Customer Answer

  Date: 05/23/2025

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *************************************************************************************************************.
  
  Regards,
  
  ******* Close
  
  
  
  

• Initial Complaint

  Date:05/02/2025

  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.

  This door to door solicitation lied to me about an ant infestation in my neighborhood. The sales person said that I should sign a contract immediately in order for them to treat my house and that he was on foot because they have so many customers in my neighborhood he was trying to get ahead of the problem. Completely false. Aggressive.

  Business Response

  Date: 05/05/2025

  Dear *********,
  
  Thank you for taking the time to share your concerns. We sincerely regret that your experience with our door-to-door representative did not meet your expectations. We take feedback like yours very seriously and are committed to ensuring that our sales practices reflect professionalism and integrity at all times.
  
  EcoShield Pest Solutions trains its representatives to provide information about our services and discuss potential concerns in the area in a manner that is transparent and respectful. While our representatives may discuss general pest trends in a neighborhood, they are expected to avoid making any guarantees or unfounded statements about specific infestations at a non-customer's property. We are disappointed to hear that you felt the approach was aggressive, and we are actively reviewing this situation internally to ensure adherence to our policies moving forward.
  
  We appreciate your bringing this to our attention and will use your feedback as an opportunity for further coaching and reinforcement with our team. 

• Initial Complaint

  Date:04/28/2025

  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.

  I am extremely disappointed after investing two years of my time with this company. Now that I wish to cancel my services, I am being passed around to representatives who refuse to accept my decision and insist that I must complete a contract I was never aware of when I signed up. On top of that, they are demanding a $150 cancellation fee, which is absurdespecially considering that a class action lawsuit has already been filed against them for this very fee, which was never outlined in the document I signed. That agreement explicitly states that I have the right to cancel, with no mention of any fee. I should be able to cancel my services without being pressured or charged unfairly, and the company should honor my decision.

  Business Response

  Date: 05/07/2025

  Hi *****, 
  
  Thank you for reaching out with your concerns. I want to sincerely apologize for any possible miscommunication during the time of sign-up. For situations like these where information can be quickly ran through or mistakenly missed, we send out a welcome to the family text highlighting the three most important details of our contract, which lists the type of contract you are on, the billable cycles, and the cancellation process which states if you decide to term your contract, you are responsible for paying back the discount given to you at the time of service. All of this information was sent in a text which was acknowledged and agreed to when you responded  "Yes" to that message. 
  
  Given the situation, I am truly empathetic and want to part ways in good standing. With this being said, I am going to do a one time courtesy waive for your remaining balance on the account as an act in good faith. I hope this helps and you are able to find the treatment that is most helpful for your home. 
  
  Best, 

  Customer Answer

  Date: 05/07/2025

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *************************************************************************************************************.
  
  Regards,
  
  ***** *****
  
  
  
  

• Initial Complaint

  Date:04/14/2025

  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.

  We are experiencing trouble with service appointments not being honored nor informing us of a delay for the service. We have tried calling their customer care service number and are continuously put on hold for lengthy periods of time. We have asked to talk to a manager without any luck. All they want to do is to have a manager call us back. The customer service representative wants to keep verifying our contact information and service address even when they call us. It also appears that the representatives that we talk to sound the same yet the names change.

  Business Response

  Date: 04/15/2025

  Hi *****,
  
  Thank you for reaching out and sharing your experience. We sincerely apologize for the inconvenience and understand how frustrating it can be when appointments are not clearly communicated or timely.
  
  Our standard process includes sending an appointment reminder the day before each visit to help avoid surprises and allow for rescheduling if necessary. We're reviewing your account to ensure this process is being followed consistently moving forward.
  
  Regarding your experience with our customer service team, please know that verifying contact and service details is a required step to protect your privacy and ensure accurate account handling. However, we recognize how this can feel repetitive, especially during ongoing conversations, and we appreciate your patience.
  
  We did note that a termite visit was completed on April 14, 2025. At this time, wed appreciate knowing what resolution youre seeking so we can best assist you.
  

  Customer Answer

  Date: 04/15/2025

  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.]

  I waited at my residence for two days. The first day, no one showed up or called us to explain an issue. The second day, we did have a technician show up late in the afternoon and provide the required service. The gentlemen was courteous and polite.

  Our issue is on the notification, provide a time-frame for the intended service or call us to keep us up-to-date on any issues. The biggest problem dealt with trying to speak to a manager and being informed that no one was available. We requested a call-back and that did not happen. The customer service could be much better.
  
  Regards,
  
  ***** ******
  
  
  
  

  
  

  Business Response

  Date: 04/17/2025

  Hi *****,
  Thank you for taking the time to share your experience. We sincerely apologize for the frustration this may have caused.
  We understand how important clear and timely communication is, especially on the day of service. While we do send reminders via email, SMS, and voicemail the day prior to your appointment, were happy to note your preference for a 30-minute call ahead or an update in the event of any delay. Just let us know which youd prefer and well make sure its added to your account.
  We also regret any difficulty you experienced in reaching a manager. During peak seasons, there can be a higher volume of requests, but we agree this should not prevent you from receiving timely support. If theres anything youd like addressed directly, were here to help and ensure your concerns are communicated.
  We appreciate your kind words about the technicians professionalism feedback like that helps guide our teams efforts.
  Thank you again for your patience and for giving us the opportunity to improve your experience.

  Customer Answer

  Date: 04/17/2025

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *************************************************************************************************************.
  
  Regards,
  
  ***** ******
  
  
  
  

• Initial Complaint

  Date:01/24/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Previously, a customer service associate lowered the cost for us due to feeling that the pest control was not working and we wanted to cancel. We accepted but we were charged full price for our quarterly service. I called after and spoke to someone, they gave us a credit for our next quarterly service with the amount we paid and lowered our cost again.This previous time, which was the credited one, I contacted customer service as financially we are in a tough spot due to being paid once a month and had some unexpected expenses. I was going to see if I could push back my service to the beginning of February when we get paid, however, the customer service representative insisted that I should still get my service due to keeping the effectiveness of the product. He said that he could push the charge back to February for me. I agreed as we get paid at the last day of the month and that would be helpful for us. After the service, we DID get charged with the credited amount and new rate, but we were charged despite being told we were going to get charged in February.I'm completely at my wits end with EcoShield. Not only are we feeling like its not effective, but we are consistently having errors with effective customer service and being told one thing and another happens. It is absolutely ridiculous and disgusting that the company tricks people to signing a contract by going door to door and they do not effectively specify that you have to keep service for a period or pay a fee to cancel ($200), especially with the errors I have experienced.After being able to get in touch with someone again today, they could only offer a refund per their supervisor that would take 7-14 days to credit. By the time that happened, it would be following my paycheck and I would owe it back less than a week later. So, pointless. The lady I spoke to today was sweet and doing her job, but otherwise could only offer me $10 off my next service following multiple mistakes by the business.

  Customer Answer

  Date: 01/24/2025

  The corporate office is:

  ********************
  Suite 106
  Gilbert, AZ 85297

  The local office is:

  *****************, Richmond, VA 23228

  The phone number is ************** for their customer service line.

   

  The customer service though is not local based.

  Business Response

  Date: 01/28/2025

  Hi ******, 
  
  Thank you for reaching out with your concerns. I want to sincerely apologize for any possible miscommunication during the time of sign-up. For situations like these where information can be quickly ran through or mistakenly missed, we send out a welcome to the family text highlighting the three most important details of our contract, which lists the type of contract you are on, the billable cycles, and the cancellation process which states if you decide to term your contract, you are responsible for paying back the discount given to you at the time of service. All of this information was sent in a text which was acknowledged and agreed to when you responded  "Yes" to that message. 
  
  Given the situation, I am truly empathetic and want to part ways in good standing. With this being said, I am going to do a one time courtesy waive for your remaining balance on the account and am closing your account as an act in good faith. I hope this helps and you are able to find the treatment that is most helpful for your home. 
  
  Best, 

  Customer Answer

  Date: 01/28/2025

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *************************************************************************************************************.
  
  Regards,
  
  ****** ******