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:06/03/2025

  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.

  Eco shield came knocking on our door to sell us their product. With 2 little ones and one on the way we figured it would be beneficial to have a company do pest control for the first year of us owning our home, We bought our house March 4, 2025 they came out middle of April. When the sales rep was telling us about everything he said that they would come out once and spray the adults then come back 30 days later to spray the eggs. I directly asked him if we would be charged for 2 visits or just the 1, he said we would only be charged for 1 visit. Since then I have been fighting tooth and nail trying to find a resolution and they refuse to help.

  Business Response

  Date: 06/02/2025

  Dear BBB,

  This complaint was submitted against the Houston TX EcoShield Branch, but is from a customer in the Kansas City service area. Please transfer this complaint to the correct business location 

  Customer Answer

  Date: 06/17/2025

  
  
  Complaint: ********
  
  
  
  As I said what we were told is completely different. He caught us at a time where we were tending to our kids. What is your solution here for the misinformation your sales person gave us? You claim to be a transparent company so I am expecting you to stand behind that and be transparent and also come up with a solution to rectify this situation. 
  
  
  
  Sincerely,
  
  
  
  *** *********

  Business Response

  Date: 06/19/2025

  If you believe there was any misrepresentation during the sign-up, we welcome any documentation or supporting details you can provide so we can investigate further. This may include a recording, written communication, or any notes taken at the time.

• Initial Complaint

  Date:05/27/2025

  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.

  A salesman came to our door about 3 days after we moved in and tried to sell my wife on their services. My wife didn’t realize we had already established pet services with another company. We IMMEDIATELY called and cancelled the service before any work had been done. My wife then watched for them to come back and when she saw them in our yard, went out and told them to stop and not do any work and that we had cancelled the service (which was allowed by the contract). So the work was not completed, yet we still were billed the full charge of $239.48. We called back to make sure that it would be credited back to us and were told it may take some time but they would work on it. Called back 3 weeks later to see why it hadn’t been credited back to us, and was told that the charge was valid because they had completed the job. They still refused to help after being informed that the job had not been completed and the contract was cancelled before the work was done.

  Business Response

  Date: 05/28/2025

  ** ********
  Thank you for reaching out and for sharing the details of your experience. I appreciate the opportunity to review the matter more closely.
  After reviewing your account, I can confirm that the service was already in progress at the time your cancellation request was received. Our technician had begun treating the property when the request came through.
  With that in mind, the charge is considered valid, as the service and materials were provided. For this reason, we’re unable to issue a refund.
  We understand that the timing was frustrating, and your feedback is valuable as we continue working to improve our communication and responsiveness. If you have any further questions or need clarification, please don’t hesitate to reach out.
  Best regards,

  Customer Answer

  Date: 05/28/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I understand the technician had started to work, but was stopped BEFORE completing the job. For this reason, it is not acceptable to charge full price for an incomplete job. I will be satisfied with a 50% refund.
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 05/30/2025

  ** ********
  We completely understand your concern.
  Unfortunately, we’re unable to provide a refund, as the charge is valid. According to our records, the technician had already begun treating your property before we received your cancellation request. The service was initiated prior to the cancellation, which is why the charge still applies.
  If you have any further questions or need additional clarification, please don’t hesitate to reach out.
  Best regards,

• Initial Complaint

  Date:05/20/2025

  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.

  An EcoShield Pest representative came door to door selling a yard pest control service. I told him I wanted the first service to assist with yard bugs, but was informed I was required to get the year long contract, but that I could get the first service and cancel the contract within 3 days (since it is direct selling). I did all that. When cancelling, the operator indicated I could get the next service a month later that would kill the newly hatched insects as well, which I know is a good idea for reducing insects. I would be able to cancel the contract at that point and would not owe the early termination fee. I did all that. After the next service, they told me I could not avoid the early termination fee. I did not record my conversation with the first operator, so don't have that evidence. Looking back at the documentation, I do not see the waiving of the early termination fee mentioned.

  Business Response

  Date: 05/28/2025

  Hi ********
  
  Thank you for bringing this to our attention. We sincerely apologize for the confusion regarding the terms of your agreement and the cancellation process. After reviewing the call with our representative, we acknowledge that there was a misunderstanding during the conversation about the early termination fee.
  
  As an act of goodwill, we will waive the early termination fee in this case. We appreciate your feedback and will use this as an opportunity to improve how we communicate contract terms moving forward.

   

• Initial Complaint

  Date:05/13/2025

  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.

  My issues started back in January when the company came out to do a service. There was 3 inches of snow on the ground and I was unsure how they completed a full service. They billed me for a full service so I called them to discuss my concerns. I could see on my cameras that the technician only dusted the eves and was here about 10 minutes. We agreed to disagree about the bill. I tried to cancel my account at that time due to the poor customer service I received during that issue. They informed me that I had only completed 8 of my 9 contracted appointment. I finale agreed to pay the bill and allow them to do the finale service visit. They contacted me mid April and wanted to schedule the last visit. I told them I needed it to be on a Friday so that I could be home while they were here. They finally contacted me and scheduled my service for Friday May 9th from 9 to 11. I was here and waited for the technician to arrive. At 12:00 I finally called the company to see what was going on and they did not know. They told me to what for a phone call from the Kansas City manager. I wait all day and never received a call. Around 4:00 I called and talked with the customer service department again. After about an hour and a heated discussion I thought we had come to an agreement that since they did not show up to complete the last service visit they would consider my contract fulfilled and close my account. I thought thing were good until I received an email stating that I was being charged a early termination fee. I again called them. I spoke with 3 levels of customer service operators over an hour and a half. They finally told me I had 2 options. Reinstate my account and complete the last service visit of pay the early termination fee. I feel I fulfilled my obligation by being here for the last visit to take place. It is not my fault they didn't show up or call. All I want is for them to take accountability for there mistake and allow me to close my account with no fee.

  Business Response

  Date: 05/14/2025

  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: 05/15/2025

   
  
  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:04/28/2025

  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 have had door to door sales reps from Eco Shield multiple times over the past several months, despite “No Solicitors” signs being clearly visible at the door. We have told them multiple times we are not interested and to stop coming to our house. Each time they come, they wake up the babies and are incredibly rude. Most recently, I was inside our house and did not answer the door, as I was on the phone and not expecting anyone. I looked up and saw a man standing on his tip-toes LOOKING INTO OUR FRONT DOOR WINDOW! Absolutely unacceptable, complete violation of privacy and just overall, a disrespectful thing to do. As a female who was home alone with two young ones, I felt beyond uncomfortable. I don’t know what else to do to get them to stop coming by, but it needs to stop.

  Business Response

  Date: 04/29/2025

  Dear Ms. ******y,
  Thank you for bringing this matter to our attention. We take concerns related to privacy and solicitation very seriously and understand the frustration you’ve expressed regarding the repeated visits to your home.
  Please accept our sincere apologies for any discomfort or inconvenience these visits may have caused you and your family. While our representatives are expected to respect all posted signage and conduct themselves with professionalism, we recognize that your experience did not reflect that standard.
  As of today, we have added your address at 9*** ******** *** ******** ***** ** ***06 to our internal Do Not Contact list. This action ensures that your home will be excluded from any future canvassing or promotional visits from our team.
  We appreciate you bringing this to our attention and allowing us the opportunity to correct it. If there is anything further we can do, please don’t hesitate to reach out.

• Initial Complaint

  Date:03/21/2025

  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.

  My mom called to cancel her service and the sales person yelled at my mom for 25 minutes. She is 85 years old with health problems. She only wanted to cancel her service. She had one visit left on her plan which would be 79.00$. He told her if she cancels he will be charging 279$ which makes no sense at all. He then continued to try to sell her more and would not take no for an answer. The worst of everything was how he treated my 85 year old mother. Her blood pressure has been up since her phone call with him and she finally had to hang up. This is completely unacceptable.

  Business Response

  Date: 03/25/2025

  Hi Shannon, 
  
  Thank you for reaching out with this information. I want to sincerely apologize for your experience. I want to help resolve this issue for you but I need your correct account information. Please respond with your full phone number or email on file so I can take action on the account. 
  
  Thank you, 

• Initial Complaint

  Date:03/20/2025

  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.

  In June of 2024 I was approached by a gentleman representing EcoShield Pest Solutions and he presented me with a recurring pest control option that included $189.00 per service occurrence, bimonthly. EcoShield then proceeded to schedule services on 24th June 2024 (performed) 24 July 2024 (performed) 24 October 2024 (Cancelled service on 23 January 2024 via phone call to customer service) When I called to cancel my service, When I finally insisted that they cancel my service they then told me that there would be a $389.00 cancellation fee. I told them to NOT charge my credit card and that I would NOT be paying the $389 cancelation fee. They are still to this day sending me emails and text messages to insist that I pay this $389.00 fee. I have responded to both emails and text messages to let them know that I wont be paying this fee and I would be reporting them to the Better Business Bureau.

  Business Response

  Date: 04/02/2025

  Hi there, 
  
  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: 04/07/2025

  
  
  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:02/25/2025

  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.

  EcoShield refused to cancel an appointment within 24 hours even though they only “request 24 hours” in their notification. There was no verbage “requiring” 24 hours. I called and stated I could not afford the $179 that they were charging for this service and they told me “the technician is already on their way.” Despite the fact that no product has yet been applied they insisted I still owed them money because it was too late. As I write this, no technician has arrived to apply product. No services have been provided and yet they told me it was too late. I was offered a discount for the service despite telling the customer service no, they refused to cancel the service before the technician arrived as if I was obligated to pay for service because he was already on the way. During the call they contacted the local office and accidentally left me on the call. I overheard customer service ask the local office if the technician had left and the local office said “probably” and did not actually check. Customer service then got back to me and assured me the technician had already left, a lie. I accepted the “lifetime discount” of $119 because I was getting no where with a cancellation. This business is shady and has claimed before that they serviced my property when I never physically saw a technician arrive.

  Business Response

  Date: 02/28/2025

  Hello Alex, 
  
  We appreciate you sharing your concerns. Our goal is to ensure transparency regarding service appointments and cancellations. Our records indicate that the service was completed as scheduled, but if you have any details or evidence suggesting otherwise, we’d be happy to review them.

  To ensure your satisfaction, we’d also like to offer a complimentary follow-up visit to address any concerns. Please let us know how you'd like to proceed. 

  Customer Answer

  Date: 02/28/2025

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

  I did not want the service to begin with. I tried to cancel and they told me it was too late despite the fact that the service had not been completed yet. My contract has ended, and I am no longer obligated to remain in-service with Ecoshield however, customer service was unwilling to cancel my services.  I would like a full refund on my most recent service and I would like my service is canceled as I requested when I contacted customer support.

  
  
  Sincerely,
  
  
  
  **** ***

  Business Response

  Date: 03/09/2025

  Dear *****
  Thank you for reaching out. We understand your frustration and appreciate the opportunity to review your account details.
  Our records show that an appointment reminder was sent in advance for your scheduled service on February 24, 2025. When you contacted us on the day of service to cancel due to financial reasons, our team worked to find a solution that would allow you to continue pest protection while addressing your concern. A discounted rate of $119 was offered and accepted, and the service proceeded as scheduled.
  We strive to provide flexibility; however, once a technician is en route, same-day cancellations can be challenging due to our scheduling and dispatch process. We regret any miscommunication you experienced during this process.
  As requested, we have closed your account, and no further services will be scheduled. However, there remains a balance for the service provided on February 24, 2025. If you have any further questions or need assistance regarding your final balance, please feel free to reach out to our customer support team.
  We appreciate the opportunity to have served you and wish you the best moving forward.

• Initial Complaint

  Date:12/31/2024

  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.

  In June of 2024 I was approached by a gentleman representing EcoShield Pest Solutions and he presented me with a recurring pest control option that included an initial fee of $300 with an additional charge of $209.00 per service occurrence, bimonthly.
  
  EcoShield then proceeded to schedule services on
  27June 2024 (performed)
  26 Sept 2024 (performed)
  13 Nov 2024 (Cancelled service on 11 Nov2024 via phone call to customer service)
  
  When I called to cancel my service, I indicated that I did not see that their service was having any change as I had several spiders and wasps that had made active nests while they had been engaged for these specific issues.
  During my phone call with customer service, they did not want to cancel my service and offered to lower the price for each service call to $150.00 and then they offered to lower it again to ~$100.00 per service call. At this point I was very frustrated and asked why I was not offered this lower price initially, and all they said was that they were sorry.
  When I finally insisted that they cancel my service they then told me that there would be a $250.00 service fee without any explanation. I told them to NOT charge my credit card and that I would NOT be paying any the $250.00 service fee.
  
  They are still to this day sending me emails and text messages to insist that I pay this $250.00 service fee. I have responded to both emails and text messages to let them know that I will not pay this fee and I would be reporting them to the Better Business Bureau.

  Business Response

  Date: 01/03/2025

  Hi Bryan, 
  
  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: 01/03/2025

  
  
  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:12/05/2024

  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.

  Transaction date 7/9/2024
  Balance owed to the business $164.21
  
  I have canceled the service before the service was performed but the business insisted that I owe money for the service per contract. I have prof of sales person's text messages saying otherwise during the contract process but the business is not honoring their own employee's promise made.

  Business Response

  Date: 12/10/2024

  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 not responded to. 
  
  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: 12/10/2024

  
  
  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,
  
  
  
  ***** *****