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:07/24/2024

  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.

  - 4/18 I agreed to a 24 month contract. I was told that if there were any issues to call and they would make a visit to rectify the problem.- 5/9 ************* I called the service representative I was told to contact 30 days after the first application as the insect situation progressively worsened. The interior activity and anthill activity in the backyard didn't resolve and in fact got worse. - 5/22 I called the service representative a second time with no response.- 7/19 Called the **************** line. Cancelled the service. I was told that I would not be charged any cancellation fee due to lack of responsiveness.-7/23 Received a cancellation invoice -7/24 called **************** to complain. This time I was told I'm being charge the cancellation fee for breaking the contract. I informed them that a contract involves both parties fulfilling the agreement and that EcoShield did not fulfill their side of the agreement. I was also told that the service representative that sign me up is no longer with the company and they have no records of my complaint calls. I was told I had to pay a $219 cancellation fee and if I did not pay they would report against my credit and a collections agency.

  Business Response

  Date: 08/02/2024

  Dear ******,

  We sincerely apologize for the frustration and inconvenience you have experienced. Your concerns are very important to us, and we want to address them thoroughly. Upon reviewing your account, we found that the initial service took place on 4/18/24, and you didn't reach out until 7/19/24. If you have any emails, texts, or other documentation that you reached out to our company via the phone and email found on the agreement, please provide it here for further review. 

  Customer Answer

  Date: 08/19/2024

  ---------- Forwarded message ---------
  From: *********************** <*********************>
  Date: Thu, Aug 15, 2024 at 12:34 PM
  Subject: complaint #********
  To: <********************************************************>
  
  
  To Whom It May Concern,
  
  Ecoshield responded to the initial complaint stating that they have no records of me contacting them with issues.  My initial complaint outlined when I called them and the number I called.  The sales representative provided me with a number on an EcoShield flyer with direction to call that number if there were any issues (See attached flyer with the hand written number).  I called that number twice and spoke with the sales representative.   I found out later (also detailed in the initial complaint) that the sales representative is no longer with EcoShield and he gave me his personal number.
  
   To summarize, all the information EcoShield responded with and the information requested was already provided with the initial complaint.   This is another example of EcoShield trying to disregard the failure to fulfill their contractual obligations.  
  ***********************, AIA, NCARB
  
  M: ************

  Business Response

  Date: 08/23/2024

  Dear ******,

  We apologize for any inconvenience you've experienced. After reviewing our records, we were unable to locate your contact attempts since they were not directed to the local office. Please refer to the service agreement you received for the correct company contact number. If you have any documentation of your attempts to reach the sales representative, kindly provide it so we can thoroughly review your case. Thank you for your understanding and cooperation.

  Customer Answer

  Date: 08/26/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22037819
  
  I am rejecting this response because: EcoShield is not willing to take any responsibility for the service or product.  Every response provided with this compliant is more deflection.  I will continue to provide negative reviews toward the company, not recommend anyone to use EcoShield and deter anyone I know from using the company.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:05/31/2024

  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.

  I had 2 Ecoshield salesmen show up to my door and sold me on not only my home but a 2nd home I own. I always have used Orkin Pest Control who have always been professional and trust worthy. The young men sold me on a more Eco friendly service at a discounted rate that could be cancelled at anytime. After a year and questionable results I decided to cancel the investment property because of renovation project. They told me I would have to payout contract $214 to get out of it. I explained the situation and the Philippine call center was very difficult to explain my situation. Following a long conversation I was informed about a no cancellation clause. Never remember anything in the contract stating this. As I investigated the service provided I realized it wasnt as successful as my previous company Orkin. As I read these other complaints I see a pattern of not releasing customers from any contract. I dont want a refund from previous services I just want to go back to ***** which we had much better results with there services. I question the sales tactics and business methods of Ecoshield Pest Control. Making it impossible to cancel services. Buyer Beware to any customers having young fast talking Salesmen from Ecosystems trying to sell them services that I would highly Not Recommend.

  Business Response

  Date: 06/06/2024

  Hi *****,
  
  Thank you for providing us with the opportunity to address your concerns. We appreciate your professional and detailed feedback.
  
  We have serviced your property over the past year and offer a 100% guarantee that includes free visits between scheduled services if you notice pest activity. We understand that you do not wish to continue our services. In our commitment to customer satisfaction, we have waived the Annual Commitment Discount Payback for canceling the agreement prematurely and have closed your account.
  
  If you have any further questions or need assistance, please feel free to contact us

  Customer Answer

  Date: 06/13/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21696987
  
  I am rejecting this response because:  I am still receiving collection calls from EcoShield for services I have cancelled.  I need in writing that they do not hold me responsible for services I havent received and have cancelled.  I have 2 accounts under my name.  Please cancel both my properties  immediately!!!  I need documentation of this being completed.

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

  Business Response

  Date: 07/02/2024

  Dear BBB,
  
  Regarding the secondary account the consumer has brought to our attention, we found that the reason for the service cancellation on 4/24/24 was due to home renovations. There are no records indicating that the cancellation was due to unsatisfactory results, as we offer a 100% service guarantee that provides our customers with free touch-up visits between scheduled services.
  
  Based on these findings, the annual commitment discount payback of $214.50 is valid. Attached is a copy of the Service Agreement, showing that the customer has completed 4 out of the 9 total service visits.
  
  If you have any further information or questions, please let us know.

• Initial Complaint

  Date:05/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had service from this company for a year. I received notification that my quarterly service was completed on 5/29. They didn’t do my backyard and I called the company the same day. I was given several excuses as to why the backyard was not complete and it was suggested I was lying. We have cameras, and the yard/back of the house was not done. I also work from home and was there all day when it was suggested that it wasn’t completed because they couldn’t access the UNLOCKED fence. Finally it was suggested that they can’t spray near the pool. The pool hasn’t been an issue until I caught them lying. They said I am under a 2 year contract and cannot cancel, however they broke the terms of the contract when services were not rendered as described. I paid for the service, and upheld my side of the contract, but they broke the terms and conditions when they chose not to do the expected service. The only acceptable solution is a terminated contract and refund, because, as I have proof - they did not do the job I paid for. Half of the house was not part the agreement. This company had the opportunity to perform like a reputable business and I shouldn’t have to police someone to do the job they are contracted to do.

  Business Response

  Date: 06/06/2024

  Dear *****,
  
  We have reviewed your concerns, along with the account and call notes. A free touch-up service to address any missed areas in the backyard was offered but declined. The service notes indicate that the backyard was serviced.
  
  We would have been more than happy to return, but we understand that you have decided to cancel and part ways. As requested, your account is now closed.
  
  If you have any further questions or need assistance, please feel free to contact us.

  Customer Answer

  Date: 06/06/2024

  I am rejecting this response because: as my screenshot indicates, the backyard was not serviced. That is my video camera log. There was no movement and we reviewed the whole morning and no one from ecoshield was back there; not on the patio, not in the yard, regardless of what your notes say.

  I spoke to Marcus just after 10 am on Friday - perhaps you should review those notes - he said he spoke with the branch manager and my account was canceled without penalty and I was told the $187 would be refunded because the work was not complete.

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

  Business Response

  Date: 07/01/2024

  Dear *****,
  
  Thank you for providing those additional details. A refund of $187.25 has been processed back to the card on file. Please allow 5-10 business days for this amount to be reflected in your bank account. Your account is now closed, and there are no additional charges.

• Initial Complaint

  Date:05/24/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was supposed to receive pest control on January 4th 2024. No one ever showed but they charged my card anyway. I let them know once I saw the charge on the 7th this service was not done. I also asked for my money back. I have emailed & texted them several times since then with zero response. I randomly get emails from saying I am past due but when I respond to them I get zero response. They owe my $192 for the service not performed and I have yet to get this money back. Now they are trying to send me to collections when they owe me money.

  Business Response

  Date: 05/27/2024

  BBB,

  The following email was provided to the customer, but the customer continued to deny services, even after GPS and the product usage report was confirmed. We also attached photos that the technician took at the service visit, but the customer responded with "I can't tell who's house that is". There will be no refund as we have provided the customer with various forms of proof of service.

  Dear *****,
  
  Thank you for reaching out with your concerns regarding the service on January 4, 2024. We want to ensure that you have all the relevant information and understand the steps taken on our part.
  
  Attached, you will find a photo our technician took during the visit to your home, serving as one form of proof of service on that date. Additionally, we sent appointment reminders on January 2, 2024, confirming that we would be conducting your Quarterly service on January 4, 2024.
  
  Our records indicate that no one was home during the visit; however, we extended an offer to return and provide a complimentary follow-up to treat the interior of your home. This offer was communicated via an email sent on January 9, 2024. Unfortunately, we did not receive a response or a preferred date for this follow-up treatment from you.
  
  From your communications in February, we understand that you did not explicitly request to stop services but stated that you would not pay for the January 4 service. We did not receive further communication from you to schedule an interior treatment.
  
  Given these circumstances, the account has been closed, and the $215 balance for prematurely canceling the agreement remains valid. 

   

  Customer Answer

  Date: 05/28/2024

  They sent a picture of a side of a house. You can't tell at all who's house it is. This has been the only "proof" they have provided, although I wouldn't consider that proof. I have a ring door bell camera that didn't pick up anything on January 4th. Also normally they come in my house to do the service. They didn't ring the door bell nor leave the normal flyer they do when service is completed. I was home all day and so were my kids . No one showed up. I asked them many times to complete the service but they won't respond. At this point I just want my refund since the service was no completed. 
  
  
  
  Regards,
  
  
  
  ***** ********

  Business Response

  Date: 06/03/2024

  Dear BBB,
  
  As previously stated, we have confirmed service at the customer's home through GPS tracking, the product usage report, and photos of the property. We have been servicing this home since 6/2/23, and photos have been taken as proof for each service. To further confirm, attached are pictures of the customer's home from Google Maps and photos from the service on 10/4/23, which occurred before the 1/4/24 service visit. All photos match and support that it is the same house as in the 1/4/24 service visit photo.
  
  Given these findings, a refund is not applicable, as the service has been confirmed. We have offered to return and treat any areas that may have been missed, but the customer has not agreed to this resolution. Additionally, the customer is now outside of their service guarantee, and the annual commitment discount payback of $215 for canceling the agreement prematurely is now in collections.

  Customer Answer

  Date: 06/04/2024

  I am rejecting this response because:  I asked since January 7th for you to return to come do the service and was ignored for months. Then all a sudden I started getting calls about being past due. ( I am assuming the $215 you claim I owe) I had no issues with your service until you didn't show on January 4th. Maybe your tech was in my neighborhood on that date but no service was done at my home on that date. The last service I received was in October. You guys placed traps inside my house and were supposed to check them in January. This never happened. The picture you have of a house could match many homes in my neighborhood even the home directly behind mine is the same exact.  
  
  
  
  Regards,
  
  
  
  ***** ********

• Initial Complaint

  Date:04/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was contacted by a ecoshield pest solutions salesman (Even though my door says "No Solicitations" ) on April 22, 2024 around 7:30 in the evening. I paid for only one treatment and decided to cancel any further applications because he said I had 3 days to cancel. I never saw any equipment outside - There probably was one vehicle toting everyone around and dropping them off at houses. I decided I should cancel any further involvement with this company. Trying to cancel has been a nightmare - I'm not trying to reclaim the money I spent - I just want them out of my life! Please help!

  Business Response

  Date: 05/02/2024

  Hi *******,

  Our records show that your cancel request was honored on 4/25/24. Please save this written confirmation for your records.

• Initial Complaint

  Date:04/15/2024

  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.

  Repeatedly ignores no solicitor signs. This is my second BBB complaint for this matter.

  Business Response

  Date: 04/19/2024

  We agree to no more contact. 

• Initial Complaint

  Date:03/05/2024

  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.

  Predatory business practices including tricking people into contracts with extraordinary cancelation fees, incessant badgering bordering on harassment from the billing department which includes multiple phone calls, texts and emails, multiple times a day. The product that they provided didn't work, and could possibly say made it worse.

  Business Response

  Date: 03/08/2024

  Good Afternoon,

  I will put a note to not contact you again. please let me know if I can do anything further.

  Ken M****

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

  Customer Answer

  Date: 03/08/2024

  I accept the business's response to resolve this complaint.
  
  
  
  Regards,

  **** *****

• Initial Complaint

  Date:03/01/2024

  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.

  In May of 2023 an employee from Ecoshield knocked on my door. They said that they had a cancellation in the area and they wanted to see if I was interested in a discounted rate for their services which was treating my yard for bugs. The person explained the process of what the service entails and that they would set up a quarterly service. However, this person also said that since this was due to a local cancellation that I could cancel at any time. Essentially signing their contract was just a formality and if I wanted to cancel all I needed to do was call. I'm currently dealing with a serious financial set back and need to cut costs anywhere I can. So I called this week and spoke to the solutions team. The representative said I would not be able to cancel and that I would owe the amount of the discount I was given.. This was never mentioned by the sales person that came to my door. I explained that I simply could not afford the service anymore. I'm paid up on all previous services that were completed, but the representative said the most she could do is lower my rate and shorten my services. I unknowingly was signed up for the 24 month contract period. That would mean I have over another year. The phone agent repeated herself several times saying she would lower my rate, shorten my contract, I could defer payments etc. She also made sure to tell me that the contract I signed was sent to me via email. I am WELL aware the contract was sent to me, but It did not lay out the same offer that the solicitor did. Had I known I never would have proceeded with this company. The company really practices dishonest practices, and that is made very clear given the abundance of similar complaints i've seen about this issue. I truly am just unsure of what to do and the customer service team could have cared less. It is very disheartening to deal with this kind of issue with a company.

  Business Response

  Date: 03/08/2024

  Good afternoon, 

  I closed out your account. We will not charge anything further from your account. if you have another concerns I will happy to assist.

  Thank you! Have a great day!

   

  Ken M****

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

  Customer Answer

  Date: 03/08/2024

  I accept the business's response to resolve this complaint.
  
  
  
  Regards,
  
  
  
  ***** ******

• Initial Complaint

  Date:02/17/2024

  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.

  The company lied to me. I was told we could try out y'all with no strings attached. I have since then tried to cancel and am being charged to cancel! No one will provide me with a contract I signed stating there would be a charge for cancelling!

  Business Response

  Date: 02/27/2024

  Good Morning,

  I will send a copy of your signed contract with the terms. I apologize that no one has sent it to you before now.

  My contact information will be in the signature if you would like to contact me directly.

  Thank you.

  *** ***** General Manager

  Customer Answer

  Date: 02/27/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 21308006
  
  
  
  I am rejecting this response because: it has ta*** months to provide what I have asked for. The employee lied to my face and then I had to deal with an Indian call center that kept ignoring my request! They harassed me with phone calls and txt messages repeatedly for months. Please stand by what your employees are telling customers. 
  
  
  
  Regards,
  
  
  
  ******** ********

• Initial Complaint

  Date:02/13/2024

  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.

  When I signed up with EcoShield (July ’23), I was told by the sales staff, that the service was month the month and I could cancel at any time with no penalty. I was also told that the service technician would come out and treat the inside of my house and set traps for any rodents. They never came out for that treatment. When I had my third treatment, I didn’t even know they were there, so I went on the website to check on the service notes to see what was done and the technician copied and pasted what the first technician wrote, so I don’t know if anything was done, or if there were any new findings (attached). On the third service (Nov ’23) I still found insects in my house and had a mouse in my attic. I contacted them and they told me they would send somebody out to set traps and finally spray inside the house. When the service technician came out, he stated that the office didn't send him with any traps, so he was unable to do that.. So not only did they send somebody who was not prepared for the initial complaint they never followed up, and to this day 3 months later (March ’24) I still have no traps. They did however send me a contractor to try to sell me on an additional service costing $3000. When the free service tech was out, he showed me a glue trap that was in my attic that was empty and let me know that it wasn't working. Two days later, when their contractor came out, he pulled the same trap out and said that it was full of insulation. So, unless that mouse decided to leave his warm burrow and make a nest in that trap on top of a board, above the insulation, away from the heat of the house, the contractor stuffed insulation in there to make it seem like I had more of an issue. The contractor also tried to show my numerous pictured of "mouse droppings" that turned out to be shingle particles. I called again to cancel (March ’24) and they let me know that three was going to be a two-hundred-dollar cancellation fee. Still have bugs and a mouse.

  Business Response

  Date: 02/15/2024

  Good Afternoon,

  We have cancelled the account.  You will have no further contact with our company. 

   

  *** *****

  GM/EcoShield Columbus