Complaints

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

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  Ecoshield Pest Solutions

  7275 S Revere Pkwy Ste 804 Centennial, CO 80112-3927

• 

  Ecoshield Pest Solutions

  4030 Bruin Blvd. Unit J Frederick, CO 80504

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:09/05/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried to cancel services with this company multiple times. They will not call me back or respond to my emails. I signed a one-year service agreement well over a year ago that is now over, yet they still come to my home and charge me for services. I got home the other day and one of their employees was trespassing in my backyard without my permission and without me being home. I haven't signed another contract, so they should not be charging me or showing up to my home. I don't know what to do, I feel trapped as they will not let me out of services.

  Business Response

  Date: 09/21/2023

  Hi ***,

  I wanted to provide some clarification regarding the recent service appointment and the closure of your account.
  
  Our records indicate that we diligently sent appointment reminders to you on August 30, 2023, using multiple channels, including email, text messages, and voicemail. We also have confirmation that the email notification was opened, indicating that you were made aware of the scheduled service.
  
  Furthermore, I'd like to confirm that your account was officially closed on September 5, 2023, following a conversation over the phone. We have processed this request as per your instructions.
  
  If you have any additional questions, require further information, or have concerns that need addressing, please do not hesitate to contact me at ************************************************. 

  Customer Answer

  Date: 09/21/2023

   
  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. It still does not resolve the trespassing issue, but I will accept it.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/15/2023

  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.

  Unsolicited door-to-door salesman misrepresented the contract details, assuring me that I could cancel any time, but never saying that the second visit (in 30+days) would be an additional $149 above the first $149 that I paid. The follow-up visit did not happen when scheduled, and there was no evidence of any treatment.******** care rep tried to keep my business by offering a credit toward my initial visit leaving me with a balance of $79.50 and additionally offering a reduced rate of $95 for future visits.However, nobody from customer care or billing services would acknowledge this offer and I kept receiving more bills with different balances. ******** care reps are in another country and could not connect me to a local office. Finally, after much back and forth, someone named **** called and I told her I would send my summary of issues, which I have attached below. I paid the balance of $79.50 on August 11, and requested an end to service and a zero balance on my account.

  Business Response

  Date: 08/23/2023

  Hi ******,
  
  We sincerely appreciate your feedback regarding this matter. Transparency and clear communication are fundamental principles we uphold within our business, and we deeply regret any confusion that *** have arisen.
  
  We would like to emphasize that our commitment to transparency is reflected in the comprehensive information provided within our Service Agreement. This document outlines all the terms, conditions, pricing details, and associated benefits. Following your sign-up, a copy of the Service Agreement was sent to your personal email for your review and to address any questions or concerns you might have had.
  
  We want to assure you that your concerns have been heard and acknowledged. As a goodwill gesture, we have honored the $74.50 credit for the egg cycle visit that took place on 6/12/23. It is important for us to demonstrate our dedication to customer satisfaction.
  
  Regarding the current balance of $150, please understand that this represents the discount we initially provided to you as part of your agreement. This is the amount we request in return, given the decision to cancel the Agreement prematurely.
  
  Your satisfaction is of utmost importance to us, and we are committed to addressing this situation appropriately. Please do not hesitate to reach out if you have any further questions or require additional clarification. We value your business and appreciate your understanding.

  Customer Answer

  Date: 08/31/2023

   

  UPDATE:

  The business cleared my account balance as requested, so the matter has been satisfactorily resolved.

  Thank you.

• Initial Complaint

  Date:08/10/2023

  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.

  Company will not let me out of my contract with no early cancellation penalty despite the fact that they can't / won't perform the work that the sales representative sold to me.When the EcoShield sales rep sold me the package I signed up for we walked my entire property with ****** pointed out the specific areas that needed to get treatment. It was mainly the perimeter of the back yard & side yard that is lined with small landscaping rocks as that is where we see the most bugs, spiders, etc.When calling today to get a touch up treatment the customer service rep informed me that they can not & will not spray the rocks around my perimeter as it is against ******** law. So I requested that since the company can not & will not perform the service that the sales rep sold to me, that I be allowed to cancel my contract with no early cancellation penalty.EcoShield acknowledged on the phone with me that they are currently re-training their sales reps that they can not make this promise anymore (to spray rocks along the perimeter). This to me says that their sales reps were making promises that they can't keep. Since they can't treat the areas the sales reps sold me on why should I have to stay in the contract? Nothing changed with my needs, the only change was Ecoshield finally learned that they can't treat certain areas.Because of this I have no need for the service. They can't treat the area they sold me on, so I should be able to cancel with no cancellation fee. So far they have refused to let me out of my contract. I'm also concerned that all of the treatments I've paid for thus far, my guess is they have never treated the areas they agreed to. I know that is probably money down the drain and I have no recourse with previous services. But why should I have to continue to pay for a service that they refuse to provide, but told me that they would upon signing their contract?

  Business Response

  Date: 08/25/2023

  Hi ***,

  We appreciate you taking the time to share your concerns with us. Your feedback is invaluable in helping us continuously improve our services and customer experience.
  
  Regarding your request for treatment in specific areas, we want to clarify that our licensed technicians adhere to strict guidelines to ensure the safety and effectiveness of the treatments they apply. These guidelines are designed to maintain a balance between addressing pest issues and safeguarding the well-being of you, your family, and your pets.
  
  If you had been experiencing pest activity in the areas you mentioned, we would have been more than happy to address this with a free follow-up visit. Customer satisfaction is our utmost priority, and we want to ensure that you receive the quality service you deserve.
  
  We apologize if there was any confusion or miscommunication regarding the treatment areas. Our goal is to provide clear and transparent information to our customers so that they have a comprehensive understanding of our services.
  
  In light of your experience, we want to show our commitment to your satisfaction. We have decided to waive the $150 annual commitment discount payback, as an act of goodwill. This means that you will not be billed for this amount, and your account will be closed without any further financial obligations.

• Initial Complaint

  Date:08/02/2023

  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.

  On 7/6/23 I had my quarterly pest control service provided and the technician advised that if we saw any increased bug activity in our home that I should schedule a follow-up. That is exactly what happened, and the follow-up service was performed on 7/12/23. With no notification or authorization by me, my debit card was charged $328 for the follow up service! This is almost double what the quarterly service charge was and again, I was not advised or notified there would be an additional charge. I have attempted to contact the company numerous times, each call gets answered by a "customer service representative" but they are not able to help and try to transfer to me to the "local Office". The calls are never answered and each time I call back I go through the same routine. I have sent e-mails as well, but have not received a response. I am done with this company and would like to cancel my account.

  Business Response

  Date: 08/06/2023

  TO BBB

  This person submitted a complaint to our business in Denver ********. This person lives in ****************, please remove this complaint from our business profile as this is not one of our customers.

• Initial Complaint

  Date:07/28/2023

  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.

  A sales representative by the name ***** come to my house several time in the course of a few hours. My teenage daughter at one point answered the door and told him we were not interested. ***** continued hanging around my house to the point that my daughter called my neighbor for help because she needed to leave for work and she was worried about what ***** would do. I got home and ***** was waiting for me as I exited my car. ***** started to talk to me when my neighbor came over and told him to leave and that he was harassing my daughter. Well that is when it hit the fan. I asked ***** to leave my property immediately and that is when ***** started lying to my saying that my daughter invited him into my garage and backyard, which she never did. My daughter has anxiety and she would never invite a stranger. At that time I contacted the company to file a complaint and I felt I was very much blown off, next thing I know my neighbor and ***** was in full confrontation yelling at me each other and the police where called. I was very close in filing a trespassing chargers which I was told I can by the police but because no one wants to be tied up in court. I cant believe a company would be so disconsiderate and totally disrespectful to me and my neighbor on my property. ***** needs to be fired, and your employees need to be retrained before one of them gets arrested or hurt.

  Business Response

  Date: 08/10/2023

  Hi ******,

  First and foremost, I want to offer a heartfelt apology for the interaction that you and your family had with one of our ****** Sales representatives, specifically *****. It deeply concerns us that you encountered behavior that was not aligned with our company values and commitment to exceptional customer service. Please know that we take this matter very seriously, and I assure you that it has been escalated to the Sales Manager responsible for overseeing ***********
  
  I sincerely regret any distress or discomfort that this incident may have caused you and your family. It is never our intention to create an environment that feels anything less than professional and respectful. We truly value your feedback, and we are committed to addressing this issue promptly and appropriately to ensure that such behavior is rectified and does not recur.
  
  Please rest assured that we are actively taking steps to address this situation and to provide further training and guidance to our sales team. Our goal is to ensure that every interaction you have with our representatives is positive, respectful, and aligned with our company's values.

  Customer Answer

  Date: 08/14/2023

   
  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:07/25/2023

  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.

  Entered into contract for pest control services effective 7/23/21. Contract is very clear that it is for a period of 24 months. I called on 7/25/23 to cancel the services and was told I was required to have them complete 1 more service at $139.00 otherwise I would need to pay a $150 cancellation fee. This company will not allow me to cancel a contract that has expired and is forcing me to continue services after the contract time period has expired. There is nowhere in the contract that specifically states how many service treatments are required. This is 100% fraud against consumers.

  Business Response

  Date: 07/28/2023

  Hi ****,

  This is a snip of what is found at the bottom of the Service Agreement you kindly attached to this complaint. "The agreement term is contingent upon the customer staying on schedule for their assigned and agreed to number of services outlined above over the term of the agreement. If the customer falls off schedule to the outlined service schedule, this will cause the term of the agreement to extend until the amount of services agreed upon have been completed.  I have read and agreed to the terms and conditions of this agreement including any additional terms and disclosures listed above. I confirm that my email address is entered correctly and agree to receive my agreement, additional disclosures, and future account notifications electronically."

  You completed your final service today, 7/28. Please let us know how you would like to move forward. We would be happy to postpone until spring as you previously mentioned.

  Customer Answer

  Date: 08/02/2023

   
  Complaint: 20376054
  
  I am rejecting this response because: The contract does not specify any specific number of services that needed to be completed over the course of the 24 month period. I never once rescheduled any of your services. Therefore my contract was up after 24 months, but when I called to cancel I was forced to pay for another treatment or face a $150 cancellation charge even though my 24 month period was up. This is breach of contract by this contractor. Rest assured that I will never use your company again and will make certain any of my neighbors that use your service will know about your awful customer service I was given over the phone. 
  
  Sincerely,
  
  *************

• Initial Complaint

  Date:07/25/2023

  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.

  A salesperson came to my home offering 2 applications for $189 of pest spray on the outside of my home. I decided after realizing this would be a more than 2 times recurring service (which the salesperson should have stated!) to cancel due to feeling deceived. When I called customer service the woman stated I have a 12-month contract!!. She refused to cancel and said she could lower my bill to $40 to which I said no I want it cancelled immediately. I was never told this and was led to believe I would be paying for only 2 applications. Judging by almost every other complaint against ecoshield I have read this is a standard dishonest unethical practice and would like my service immediately canceled and for them to never step foot on my property again. I cannot believe that in this ************* exist with such shady practices.

  Business Response

  Date: 07/28/2023

  Hi *******,

  Thank you for reaching out to us and providing us with your feedback. We value your concerns and want to ensure that your experience with our company is positive and transparent.
  To address the issue at hand, we have reviewed your account and attached a copy of the Service Agreement that you reviewed and signed. We want to ensure that you have a clear understanding of the terms you agreed to when opting for the quarterly subscription plan.
  Miscommunications can sometimes occur, and we certainly do not want you to feel trapped or dissatisfied with our services. As a gesture of good faith towards you, we have decided to close your account without any charges.
  Your satisfaction is of utmost importance to us, and we are here to support you in any way we can. If you have any further questions or concerns, please do not hesitate to reach out to us.

  Customer Answer

  Date: 08/06/2023

  Hello,

  I missed my 7 day window to respond and would like to.

  Thank you,

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

  Customer Answer

  Date: 08/10/2023

  Thank you for your response and resolution.  We would like a document emailed to ** showing the cancellation and then we can consider the issue fully resolved.  

  Business Response

  Date: 08/14/2023

  Hi *******,

  Unfortunately, we do not have a document to send, but you can save this written confirmation that the balance is $0 and your account ******* is closed with us. 

• Initial Complaint

  Date:07/24/2023

  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.

  EcoShield rep just rang my doorbell at 8:30pm, ignored our no solicitation sign and several polite refusals of their service, and attempted to use fake neighbors names to try and build trust. When I stated I do not want any further contact with the company, ******* scoffed at me and said we wont be the only company bothering you. The cops will need to be involved next time someone from EcoShield approaches my home.

  Business Response

  Date: 07/26/2023

  Hi *****,

  We want to apologize for any uneasiness caused from the late unwanted visit. If you have a name or description of the sales rep, it would help us confirm whether this is one of our employees. 

• Initial Complaint

  Date:07/20/2023

  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.

  This company had solicited door to door multiple times in my neighborhood. We are in the *************************** who clearly has a written process online that all door to door solicitors have a city badge and adhere to the no soliciting list. When I asked the salesperson if they were aware of these requirements they said, "No, I've never heard of it."Then when I am searching BBB to make a complaint I see many other replies about ignoring no soliciting and the company replies, "We promise we will address this." Sure....

  Business Response

  Date: 07/31/2023

  To BBB,

  This person submitted a complaint to our business in ******* ** regarding a city in ********. Please remove as this does not pertain to our business.

  Customer Answer

  Date: 08/01/2023

   
  Complaint: 20345020
  
  I am rejecting this response because the business has a responsibility for corporate compliance everywhere in *******. It's not ok to make an excuse about a different city.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/11/2023

  Hi *****,
  
  We appreciate you taking the time to share your concerns with us. Your feedback is important in maintaining the quality of our services. In order to address this matter appropriately, could you kindly provide us with more specific details? Specifically, we would like to know the following information:
  
  The date and time when the interaction occurred.
  The name of the representative involved, if available.
  The neighborhood and zip code where the interaction took place.
  This information will help us identify the individuals involved and take the necessary steps to ensure our team is delivering the best customer experience possible. We apologize for any discomfort you may have experienced and are committed to resolving this issue promptly.
  
  Thank you for your assistance in this matter. We look forward to hearing from you.

• Initial Complaint

  Date:07/15/2023

  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.

  This business solicits door-to-door, and the salesman continued to pressure me after I stated multiple times that I didn't want to hire them without doing some research. But he kept pushing, looking around my property, and pointing out things he would do and not relenting until I agreed. Afterwards, I did look further into this company and found out that what had happened to me has happened to other people, and followed the same script. They say they're in the neighborhood working on a neighbor's house, the truck is just down the street, that they've had a cancellation, and they can fit you into the schedule today. Well, I saw the truck enter the neighborhood to come work on my house, they weren't "just down the street". (we live next to one of the entrances) The salesman lied that they are a small local company. I have discovered they operate across several states. Their prices are almost twice what I paid a previous service. And I wrote to them requesting a cancellation two days afterwards, so this is within the three day window. They have been giving me the runaround - they didn't respond to me for almost 24 hours. Then when they called, the man who called said I needed to speak to the salesman who signed me up in order to cancel, then put me on hold to try to reach the salesman. He then came back on the line, said the salesman was unavailable, but that he'd call me back to confirm the cancellation. I asked if it was definitely canceled or if I needed to do something else. He said it was cancelled. Another 24 hours go by, and they contact me again stating they can't cancel without further information and I will be charged a cancellation fee.

  Business Response

  Date: 07/18/2023

  Hi *****,

  I sincerely appreciate you reaching out and bringing this matter to my attention. I want to extend my apologies for any frustration or inconvenience you may have experienced. Your request to close the account should have been honored and executed promptly.
  
  I want to assure you that the account has been officially closed, and there is no outstanding balance associated with it. I apologize for any confusion or delay in resolving this matter.
  
  Once again, I apologize for any negative experience this may have caused you. Your satisfaction is important to us, and we will take steps to ensure that such issues do not recur in the future. If there is anything else I can assist you with or if you have any further questions, please do not hesitate to let me know.
  
  Thank you for your understanding and for giving us the opportunity to address this situation.
  

  Customer Answer

  Date: 07/18/2023

   
  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,
  
  *********************