Complaints

This profile includes complaints for Ecoshield Pest Control's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ecoshield Pest Control

  652 Industry Dr Seattle, WA 98188-3406

  
• 

  Ecoshield Pest Control

  4927 95th St SW Ste C Lakewood, WA 98499-5963

• 

  Ecoshield Pest Control

  15846 Preston Pl Burlington, WA 98233-3550

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:10/04/2023

  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.

  The proposal of service to *** completed was planned on 6/22/23. The proposal included: removal and replacement of vapor barrier in the crawl space, removal and sanitization of insulation that was infested with rat droppings in the crawl space and basement. Patching of wall between crawl space and basement. The appointment was scheduled between 12:30 to 2:30pm on 6/22/23. I waited for at least an hour past the scheduled time, but no one showed. I then received a notification that the proposed service was completed and I was charged $1267.88. I called the office to inform them that I did not give them permission to enter my home and that it was not possible that the job was completed because the basement area was closed. I needed to give the "go-ahead" before this work was going to be completed. The completion invoice was clearly false. When I spoke with the manager at the Kent ********* an agent came to my home the next day and confirmed that the job was not completed. The plan was for them to come back on 6/29 at 9am. I took off work again and waited the entire day, but no one showed. I called the office again and informed them that I will be canceling the service because I gave them multiple opportunity and waited several hours to have the job completed. Given that Ecoshield falsified that they completed the job and missed multiple opportunities to show up, I cancelled the job that was proposed. On 11 Sep, 23: I received an email that an outstanding bill of $1,196.31 for this same job, and that the bill will be sent to collection. I called the provided number ************** Option 2 than option 3) to explain that this job was NOT completed and requested that this charge be voided. The representative informed me that the local office will contact me in 24hrs. I have not heard back from ecoshiled and am requesting that this complaint be taken into consideration. Ecoshiled has falsely charged me far a service that was not completed and has erroneously violated my financial profile by submitting my details to collections. I am requesting that this balance be voided immediately.Thank you

  

  Business Response

  Date: 10/19/2023

  Dear BBB,
  
  We appreciate the opportunity to address the concerns raised by the consumer. To provide clarity and accurate information, we are attaching screenshots of communication between our local office and the consumer. It appears there might be some misunderstandings within the complaint, which we would like to rectify.
  
  The consumer's complaint states that they were informed the service was completed, but in reality, we had communicated that we were unable to proceed with the service at that time. Subsequently, we took additional steps to address the situation by arranging service visits on both 6/22/23 and 6/23/23 to continue with the extensive insulation service.
  
  Despite our best efforts to resolve the matter, it seems the consumer remained unsatisfied with the work performed. As a result, we extended further assistance by scheduling additional service visits on 7/13/23 and 7/18/23 to address any outstanding concerns. Regrettably, these offers were declined by the consumer.
  
  We understand that the consumer has requested that we do not return to the property, but it's essential to note that work has been carried out in line with our commitment to fulfilling the terms of the service agreement.
  
  We hope that this additional information helps clarify the situation and provides a more accurate representation of our efforts to address the consumer's concerns. If you require any further information or have additional questions, please do not hesitate to reach out. We are committed to providing excellent service and resolving any issues as effectively as possible.
  
  Thank you for your understanding and cooperation.

  Customer Answer

  Date: 10/23/2023

   
  Complaint: 20599924
  
  I am rejecting this response because:

  
  Regarding the Initial planned insulation and disinfecting of rodent droppings service on 6/20 between 12:30 to 2:30pm  was not fully completed. I waited for over an hour past the slotted appt time and no-one showed up. That evening, I got a bill and a charge for $1267.88. I called ecoshield and told them that they did not complete the service so why am I being billed. I adamantly requested that someone come and review the incomplete job. When they arrived, they confirmed that the job was not complete and the basement area was not touched. After they left, I called ecoshield again and at this time, I spoke with their manager - (I think his name was *****) who promised that they will return on 2/27 to complete the job. 
  I waited on on them to show up for appointment on 6/27 and the 29th p. At this time, I called them again and told them I cancelled their payment. They offered to come at another time, but I told that I missed 2 days of work in which they no-showed and was not available on other days they offered.
  
  The dates that they mentioned here of (7/13/ and 7/18 ) is for routine pest touch-up service that was not done correctly on a previous date. These dates have nothing to do with the insulation service concern.  I have since completed the crawl space patching and basement area insulation and cleaning portion of the service by another company. I have made myself available on multiple occasions for this to be resolved. In order for the insulation service to be completed, I would have to grant ****** to my home and this was not part of our agreement. 

  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/27/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/7/23 an ecoshield salesperson knocked on my door. He told me a bunch of false information about my neighbors, my neighborhood, and my home. This was not particularly unexpected from a salesperson, but I am just giving some context. I complained that I was trying to feed my 3-year-old dinner and needed to go but he refused to leave. There was this backstory about how his company was coming to the neighborhood tomorrow so he was going to give me some discount. Ultimately I signed a contract for 1 year of pest control service to be performed quarterly with some alleged discount. After which, he wanted to set up an appointment, I was going out of town and told him next week would work, but he said this was not possible and it had to be tomorrow. The technician ended up coming late in the evening the next day. I watched the technician, he did not apply any chemicals, and he left after about 5 minutes of walking around. I promptly wrote ecoshield to cancel the contract within the *** mandated 72-hour period, which they refused to do. Under the theory that they performed the contract, so it cannot be canceled. I think this is the real reason they do this "has to be tomorrow, coming to your neighborhood" song and dance. In this case, however, by their own admission, they did not actually perform any pest control so it is completely unreasonable that they refuse to cancel a contract which they did not perform. They are billing me about $250 dollars as a cancellation fee which is not far from the $480 dollars remaining in the annual contract. Apparently, providing the service is only a small part of their cost structure.In spite of having my credit card information on file, they refuse to actually charge it for this fee they claim to be owed. Probably from fear of having so many chargebacks, they would lose credit card processing ability. Instead, they have sent me to collections, I expect to be sued.

  

  Business Response

  Date: 10/14/2023

  Hi ********,
  
  We greatly appreciate your feedback, and your patience during this process. After reviewing your account, we identified your request within the 3-day right window.
  
  As a testament to our commitment to customer satisfaction, we have decided to waive the remaining balance of $254.33. We believe this demonstrates our dedication to addressing your concerns promptly and effectively.
  
  Please be assured that there are no additional charges on your account, which is now officially closed.

  Customer Answer

  Date: 10/21/2023

  I continue to be harassed by the debt collection company that this alleged debt was sold to. It's unclear how whatever action EcoShield supposedly took is supposed to result in me not being sued as I have no official letter from them confirming I don't owe anything. The debt collector ignores my disputes of the debt and really has no incentive to stop this. 

  

  Business Response

  Date: 11/02/2023

  Hi ********,

  The balance has been waived on our end. It may take the collections agency ***** days to update their records. If you receive any notices outside that window, please forward them to me directly at ********************************.

  

  Business Response

  Date: 11/02/2023

  Hi ********,

  The balance has been waived on our end. It may take the collections agency ***** days to update their records. If you receive any notices outside that window, please forward them to me directly at ********************************.

  

  Business Response

  Date: 11/02/2023

  Hi ********,

  The balance has been waived on our end. It may take the collections agency ***** days to update their records. If you receive any notices outside that window, please forward them to me directly at ********************************.

  

  Business Response

  Date: 11/02/2023

  Hi ********,
  
  The balance has been waived on our end. It may take the collections agency ***** days to update their records. If you receive any notices outside that window, please forward them to me directly at *********************************

• Initial Complaint

  Date:09/26/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  An Ecoshield rep named ***** ****, lied to get my father signed up for their services. He told us that my father would just pay a one time fee of $179 for an initial service. He said that there was an egg cycle service, available in a month, but that it was optional. He said that if we were happy with the results after the initial service, we also had the option of signing up for their quarterly service. Because my father is 86, and on a limited budget, I wanted to confirm with ***** that he would only be charged the $179 for the initial service. I told ***** that my father didn't want any other services done until he saw how well the initial treatment went. On 3 separate occasions, to make sure I was understanding as well, I confirmed with ***** that BOTH the egg cycle and quarterly services were indeed optional and that they would only occur if my father called and asked for them. He said yes that was correct. On 8/3, an Ecoshield rep came out to do an egg cycle service and billed my father another $179. I called ***** to ask him about it, reminding him that we didn't authorize any additional services. He said that he'd call his boss and get that refunded. He called back saying "this is going to sound bad, but I had to lie to my boss to get him to authorize the refund." He told his boss the rep came out, but didn't do anything and was caught on camera. I told him that was untrue and we don't have cameras. He said that was the only way to get his boss to do the refund since my father had signed the contract. I told him I didn't want to be involved with any lies. He said I wouldn't have to, as it was already being taken care of. Since then, I've spoken with numerous customer service reps, with a few promising me that it will be taken care of. It has not. I was told that ***** has been let go and that they've had issues like this in the past with reps. I know a contract is binding, but it just seems like money is more important to them than doing what's right.

  

  Business Response

  Date: 10/14/2023

  Hi *****,

  Can you please confirm your relation to the account holder, *****************? We do not have you listed as someone authorized on the account.

  Customer Answer

  Date: 10/17/2023

   
  Complaint: 20586826
  
  I am rejecting this response because: There is no resolution to my initial complaint and I am answering EcoShield's question regarding how I'm related to *****************, the account holder. As I mentioned a few times in my initial complaint, I am his son. I was told by *****, the ***** man who sold my father the service, that I was added to my father's account, so he could communicate with me regarding the account. Apparently, along with all his other lies, that wasn't true either.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 10/23/2023

  Hi *****,
  
  We appreciate your feedback and concerns regarding the billing for the egg cycle service. To address this issue, we conducted a thorough review of your account to ensure accuracy.
  
  During this review, we found that your initial description of the sign-up process did not align with your initial complaint. For transparency and clarification, we are attaching both the Service Agreement and Service Contract Review. These documents clearly outline that the egg cycle service is a billable component of our service agreement.
  
  Moreover, our records show that appointment reminders were sent to the phone number and email on file. Regrettably, we did not receive any communication from you to cancel the scheduled visit. Therefore, in line with the signed documents and appointment reminders, we are unable to process a refund for services that were rendered.
  
  

  Customer Answer

  Date: 10/25/2023

   
  Complaint: 20586826
  
  I am rejecting this response because:

  It is obvious from both of your replies that you did not take the time to read my initial complaint thoroughly, nor take it seriously. Your first reply asks me what my relationship to the account holder was. I had mentioned on more than one occasion in my initial complaint that I was writing on behalf of my father, the account holder, as I was with him when the dishonest sales person sold him the service. Your second reply mentions that the service contract says that the egg cycle service was billable. I also acknowledged that in my initial complaint. I acknowledged that my father had signed the contract, but it was under false pretenses. The young salesman, who has since been fired for misleading customers (according to one of the EcoShield reps I spoke to) had confirmed to my father and I, on 3 separate occasions, that my father would only be receiving the initial service. We specifically told him that we did NOT want the egg cycle service, nor the quarterly service and yet he signed my father up for the quarterly service. In my initial complaint, I mentioned that I know a contract is binding, but was hoping that under the circumstances, your company would do the right thing and refund the amount to my father. Obviously, your company thought that the salesman was doing wrong by deceiving customers, enough so that he was fired. That correlates well with the information I provided on how he handled the sale with my father. I would hope, that, on it's own, would be enough justification for making an exception to refund my father. Your company seems to care more about profit than taking care of its customers. Sadly, I've also read many similar complaints online about EcoShield reps deceiving customers.
  

  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:09/25/2023

  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.

  Hi,I contacted Ecoshield to perform pest control work at my house. A sales person came and offered a service to prevent mice and pests to getting into the house. The work performed by Ecoshield was a complete disaster, such that we still have mice and bats inside the house. I have lost trust in Ecoshield so my husband and I remove the mice weekly and set traps ourselves. There are still plenty of holes around the house and I wish they had not performed the insulation work in the crawling space because the conditions that we have now are much worse than what they were before. I have called the local office at least 10 times now and have always been told that someone will come to complete the job, but I am still waiting. I hope all my calls have been recorded and can be used as proof. I received a few letters saying that my invoices will be sent to third party collectors and mentioning that ********** has emailed and texted me but have been unable to contact me. I have not received any phone calls, emails or text messages from Ecoshield. Moreover, I am still waiting to hear them a response to my emails where I explain our frustration and why we are not paying for a service that has not occurred as we still have mice and bats at home. How can I pay for an invoice for a service that has not been completed and I still have mice inside of the house?Everytime I call ************ and explain that I would like to speak with a local office representative for the reasons I will explain below, I am put on hold, told that I am being transferred to the local office and then never receive a response or call back.I am really sad and frustrated to be treated this way, I have never in my life not paid a bill. This is the first time ever that I find myself in this situation where I can't pay a bill because the service is incomplete and unsatisfactory and the pressure is on me to fix the issue.

  

  Business Response

  Date: 10/12/2023

  Hi *****,

  We want to sincerely apologize for the lack of follow up you have experienced. Our records show that we came out on 10/2/23 and 10/5/23 to make sure the exclusion service is completed. 

• Initial Complaint

  Date:09/20/2023

  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.

  Approximately 12 months ago a salesperson from Ecoshield approached me in my driveway asking if we had pest control - which we did. The salesperson told me that him and his brother were in the area offering pest control from their business- representing it as a small company. He detailed the service that would be provided, which was extensive, and that he would be my contact point. He also said that service could be cancelled at anytime. The initial service lasted approximately 45 - 60 minutes, included spider web mopping of all ***** including 2nd story. I have never been able to contact him back but rather an automated line. The services since the initial one have taken only ***** minutes and the high ***** have not been touched again. Quarterly services are scheduled via a text message which state that any issues or schedule changes will be addressed within 24 hours - I have made requests that go unanswered. Since starting the service our spider and ant problems have only gotten worse. Today, Sept 20th 2023, I attempted to cancel my contract and had to navigate a number of customer care technicians who told me I couldnt cancel unless I paid in excess of $400! I asked to speak with a manager and was put on hold. Eventually the customer care tech returned only to inform me that all the managers were unavailable and in a meeting. I was told that a manager would call me back shortly. I have not received a callback and this situation has not been resolved

  

  Business Response

  Date: 10/12/2023

  Hi ***,
  
  Thank you for providing your feedback. We have conducted a thorough review of your account notes and found that both the Service Agreement and Service Contract Review were indeed reviewed, signed, and sent to your email for your records. These documents clearly outline the annual commitment discount payback in the event of an early cancellation.
  
  We deeply value customer satisfaction and want to express our regret for any potential misunderstanding that *** have arisen. As a gesture of goodwill, we have decided to waive the $294.31 balance, which pertains to canceling the subscription prematurely. There are no additional charges, and your account is now officially closed.

• Initial Complaint

  Date:09/20/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ecoshield came out to service my home and spray outside for pests. I mentioned to the technician (and also ahead to the text reminder before the service) that I had been getting spiders downstairs. The technician said he would set up spider traps. I waited at the door for a time while he was prepping. I ran up to my office to put a note on my system that I was away. I was gone just minutes. and I heard yelling coming downstairs from my kids. He had come in the house and sprayed the top of ALL the walls in my downstairs. It was running down all my walls in some cases as much as down to the baseboards. It was dripping off my doorways and had gotten on my kids and one of my two dogs I had out.Immediately I sent both kids and both dogs out to a family member's house so no one else got dripped on. It also smelled horrible. I opened all my windows and shut myself in my office upstairs which hadn't been sprayed. It hadn't completely dried and still smelled very strong at bedtime, so everyone had to stay away.I contacted the company within minutes of it happening. He hadn't even made it out of my neighborhood yet. They promised to send someone down. It took a bit of asking, but someone came out to see the damage and take pictures. He assured me someone would be out soon to fix it. I emailed and texted several times over the next month or so and received no response.It came time for their quarterly visit and I replied right away that they still hadn't fixed the damage from the last time. They said they were working on it. To my surprise the technician showed up to perform my next service. I made it clear that I didn't want another service until the last one had been fixed. Once again, I sat at the doorway while he spoke on the phone to a manager. I had to run up and set my computer to away. When I came back down, he had already begun the service. He again promised me someone was going to resolve it. That was more than a week ago now.

  

  Business Response

  Date: 10/12/2023

  Hi ******,

  We wanted to follow up with you post 9/21/23 visit. Please let us know if your concerns have been addresses, or if you have any other questions regarding this specific scenario.

• Initial Complaint

  Date:09/19/2023

  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.

  First the community I live in does not allow soliciting and there are signs posted. I received a know on my door and an employee from Ecoshield pest control talked to me about service, he was soliciting. I had been in a deep sleep and was not at my mental best and since I was looking into getting some type of a pest control service I listened. After giving him my credit card information I found out I had no way of reading the contract as it was on his phone and he said it would be in the email I would receive. I did not get it for 24 hrs after on ****. I received an email that a techition would be out on ****. The technician came out the next day and did the first service. However it was late and getting dark so things were missed. I received another email that another person would be out on 9-5 as he was told that there was signs of critters. He sells the more expensive services but could tell I was in no mood for more of Ecoshield already. Told him that the guy missed some places during the service. Without notice another technician came on **** and I told him where the other person did not clean. He also did not clean the areas. He walked around and then got in his car and left within 5 minutes. According to the very first sales person a technician would be back in 45 days to redo some item to kill the ants that hatched after first visit. the contract says 30 to 45 days. I receive a notice that they Ecoshield was coming out on **** to do the work. that is not 30 to 45 days. I called the company and got a call center person Nad, and told him that i did not want Ecoshield on my property on the 22nd as it was not the time frame I was told. He tried to contact that office but said he could not get ahold of them so he would assure me that he would get the time changed. I told him to tell them that I was contacting the BBB and the ************************ as I think its a scam. I understand I did not do my due diligence as it happened so fast but I believe I am in a SCAM. I want out and do not believe I should have to pay more money to get out. I have since been on line and saw all the other bad reviews Ecoshield has received. I just want to part ways with them.

  

  Business Response

  Date: 10/12/2023

  Hi *********,
  
  We appreciate you reaching out and providing this valuable feedback. After reviewing your account notes, we've confirmed that a follow-up visit was successfully carried out on 9/15/23. Additionally, the 9/22/23 appointment was canceled as per your request, and no charges were applied to your payment method. Furthermore, we proceeded to close your account on 10/4/23, adhering to your request.

  Customer Answer

  Date: 10/16/2023

   
  Complaint: 20628235
  
  I am rejecting this response because: You did NOT successfully complete the followup on 9-15-23. The work was not done period.  I see you have skipped right over the fact that your sales person was in the community that have clear signs that DO NOT ALLOW SOLICITING.  
  
   
  
  *******************************

• Initial Complaint

  Date:09/08/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 4, 2023, a salesman from Ecoshield Pest Control knocked on my door and tried to sell his pest control service to me. He said he could give me a discounted price for this service and was dishonest with me by saying I could cancel it at ANY time. After I agreed to pay for this service, he took out his phone and said Please sign here. I signed it because I think I could cancel it later If I dont like lit. What I didnt realize is, he lied to me about the cancellation policy and I was fooled to sign a 1-year commitment. On Sep 5, 2023, I decided to cancel this service as I dont find the pest control taking effect and it isnt worth the cost.I called their customer service, and after waiting for 25 minutes, a lady picked up my call and transferred me to another department after learning I was going to cancel the service. Then a guy took my call, after hearing I wanted to cancel the service, he said I couldnt because I signed the contract with 5 times service and I can't cancel it. He can only give me a discount on the following services.I explained to him that the salesman told me there was no contract and that I could cancel the service at any time. It was the main reason I paid for the service. He then told me if I insisted on canceling it, he would change the $248 as a cancellation fee. No matter how many times I told him his salesman lied to me about the contract and cancellation policy. He ignored what I said and repeated that this was the contract I signed. Then I received the bill from their company for a cancellation fee of $276.35 This salesman intentionally lied to me about the contract and the fee for canceling it. He tricks me into signing the one-year commitment without disclosing the cancelation fee. I felt I was scammed by this salesman from Ecoshield and thus filed the complaint. My account number is *******

  

  Business Response

  Date: 09/27/2023

  Hi Bin,

  We'd like to extend our sincerest apologies if you felt that your concerns were not adequately addressed during your interactions with our customer service team. Our agents are here to assist and provide solutions based on the information available in our records.
  
  To further address your concerns and provide additional context, we wanted to discuss the Service Agreement and Service Contract Review that we have on file for your account. These documents outline the terms and conditions of your Quarterly Subscription plan, including details regarding the annual commitment discount and the stipulation that it would need to be paid back in the event of premature cancellation.
  
  If you are still experiencing pest activity, we would like to assure you that our commitment to your satisfaction remains unwavering. To this end, we offer complimentary in-between services, which we refer to as "touchups," to address any ongoing issues effectively. We would be more than delighted to assist you in scheduling one of these touchup visits at your earliest convenience.
  
  Once again, we appreciate your feedback and are dedicated to ensuring that your experience with us meets your expectations. If you have any further questions, concerns, or would like to arrange a touchup service, please do not hesitate to reach out to us.

• Initial Complaint

  Date:08/30/2023

  Type:Sales and Advertising 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.

  Ecoshield was going door to door soliciting their services. My wife, for whom ******* is a second language, thought they were spraying for spiders and was interested to try the treatment. To be clear she thought it was a one-time treatment. Their representative was not clear that he was "selling" a service subscription. My wife wanted to pay by cash or check which was refused. Their rep said he could only take a credit card. My wife was not presented with any literature, terms and conditions, invoice, nothing. When she signed on his hand-held device, she thought it was the credit card transaction, not a contract for an annual subscription. All of this seems to have been intentionally vague.I patiently explained this over and over to their customer service when I called to cancel what was never intended to be a subscription, and as far as I am concerned my wife never willingly entered in an agreement. I find this business practice to be questionable at the least. Knock on the door, pressure someone into buying a service with poor, if any, explanation of what was being sold. No brochure to review, no attempt to have the customer review the terms and conditions, no invoice or documentation provided upfront. Payment on a tablet where the customer thinks they are paying for a one-time service, not entering into a contract of any sort.Ecoshield continues to send past due notices and is threatening to send us to collections for the additional quarterly payments although I called and asked to cancel within 30 days of the original service (which we paid for). I consider this a bait and switch which i will not pay for any quarterly invoices, nor pay a cancellation fee if they would even do that...but they seemingly will not cancel despite my repeated requests. They have not responded to multiple emails I have written in response to their collections outreach after the initial call I made to customer service.

  

  Business Response

  Date: 09/06/2023

  Email sent to customer.

   

  Hi ****,
  
  Thank you for taking the time to express your concerns. I appreciate your effort to ensure clarity in our communication. We reviewed the account thoroughly and confirmed that the Subscription plan was indeed reviewed, signed, and a copy of the signed agreement was sent to *********************** for your wife's reference. To assist you in understanding the details better, I have attached a copy of the Service Agreement for your convenience.
  
  We sincerely apologize for any confusion that *** have arisen, and it's important to us that you don't feel that any language barrier was taken advantage of. To address your concerns and demonstrate our commitment to customer satisfaction, we have waived the balance of $221.50 on the account. This gesture serves as an act of goodwill toward you and your wife. Please be assured that there are no additional charges, and your account has been officially closed.
  
  Thank you for giving us the opportunity to rectify this situation. If you have any further questions or require assistance, please don't hesitate to reach out. We value your trust and are here to help.

  Customer Answer

  Date: 09/07/2023

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/30/2023

  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.

  On 8/29/2023 one of their sales representatives made a solicitation call to our home even though we have no solicitation signs on our property. They then preceded to convince my 100% disabled veteran spouse to sign a contract which they cannot possible comprehend or understand. Now in order to cancel the service we have to pay a cancellation fee for 200 dollars. This practice is unethical and plainly wrong. The agent should have respected the no solicitation sign and not try and sell services to someone that is disabled who has served our country. The Invoice #:13097212. I've attached the Veteran Affair's document out lining his disability. Shame on your company and your practices.

  

  Business Response

  Date: 09/12/2023

  Hi *****,

  I want to express our sincere gratitude for your partner's service to our country and for taking the time to share your concerns with us. Your feedback is of the utmost importance, and it allows us to continually improve our services. I want to extend our deepest apologies for any misunderstanding or frustration caused by the summer sales representative during the sign-up process. We hold the highest regard for our veterans and would never want anyone to feel taken advantage of in any way.

  
  In light of the additional information you provided and to demonstrate our commitment to resolving this matter to your satisfaction, we have taken the initiative to waive the outstanding balance associated with the premature cancellation of your account. This ensures that there are no remaining charges on your account, and we consider your account officially closed.