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:10/24/2023

  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.

  A representative of Ecoshield came to my door selling all-natural pest control. At this time I agreed to a service that was quarterly pest control. They said they could do the first service later that day and I agreed. I paid the initial amount and the person said they would have to come back after 30 days for some egg service. I asked if that service was included in the initial payment and the person agreed that it was included. They performed the service later that day and took only 10 minutes inside and ***** outside. 30 days later they called and said they would be out to perform the egg service. I agreed, set up the time and the person showed up. They left after ***** minutes and there was no issue. A few days later I saw they tried to do a quarterly service charge on my card. I thought this was odd as they had just done the quarterly service 30 days ago and I was already charged. Figured it was a mistake. A few days later I saw another attempt and I received a call about the past due balance. I told them there was no past due as I had paid the initial service 30 days ago. They argued that the egg service was to be charged the same as a quarterly service and I refused to pay as I was told the 30 day egg service was included in the initial payment. I got past around to some people and after refusing to pay and telling them I was told it was included I was offered a $30 discount off the $200 service. I refused and told them I wouldn't pay it and I didn't want to do business with a company that would lie about it and then demand payment. After a few of these calls I eventually was able to cancel the service and then was charged $200 early termination fee. I was called again demanding payment and went through all of it again, and told them I wouldn't pay. The person on the phone told me they wouldn't make me pay it, but would continue to harass me about it.Just received a late payment notice totaling $422.94. This is an unacceptable way to do business

  Business Response

  Date: 11/15/2023

  Hi *******,
  
  Thank you for taking the time to share your feedback with us. We sincerely apologize for any frustration caused by your recent experience. In order to address your concerns, we carefully reviewed your account.
  
  Our records indicate that both the Service Agreement and Welcome text confirmation were reviewed and approved by you. Both documents clearly outline that the ***** day egg cycle service would be a separate billable service. We understand the importance of providing a positive customer experience, and we want to assure you that we take your concerns seriously.
  
  We recognize that discrepancies can be challenging, and we are committed to finding a resolution that aligns with the documentation on file. If there are additional details or specific aspects you'd like us to revisit, please feel free to share them with us. Your satisfaction is important to us, and we appreciate your understanding as we work to address this matter.

  Customer Answer

  Date: 11/28/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 20775875
  
  I am rejecting this response because: They didn't offer any resolution. Only said I read the fine print and approved. What they didn't address is that their salesperson lied when they said it was included. So when they said it was a billable service I assumed from the person that sold me the plan that it meant it was billed with the first service that I paid for. Their tactics are wrong and deceitful which is why they put in the If you cancel early we'll charge you $200 more, because we know you'll be appalled by our practices and want to cancel.  

  The only acceptable resolution is for Ecoshield to clear my account and not contact me again after. Also to ensure that their salespersons are trained not to lie to sell their product.

  Oh and their opening line was that one of my neighbors had purchased the service...I talked to that neighbor before they sold their place and moved. They didn't purchase their service (another lie) and wouldn't have anyway as they were selling the house and had done their own pest care for years.  

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

  
  

  Business Response

  Date: 12/18/2023

  
  Hi *******,
  
  Due to the Service Agreement on file, which was signed, and receiving a second confirmation via text, we cannot waive the balance for the egg cycle service. All procedures were followed, and services were rendered as per the agreement.

  Customer Answer

  Date: 12/21/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 20775875
  
  I am rejecting this response because: Your salesman lied and told me it was included. So your response is that you don't care what your salespeople are telling to the potential customers as long as they get the sale and then you can deal with it later. Doubling down on fine print and is a poor way to do business. For all potential customers this is not a business you want to use. As you can see by the long list of complaints for all types of reasons least of all their salespeople lying and then they will send you to collections for services and breaking an agreement even though they are a shading business and you don't want to continue with them. 
  Avoid this company!
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 12/29/2023

  Hi *******,

  Ensuring customer satisfaction is our highest priority. However, it is essential that both parties adhere to the agreed-upon terms of business. Attached, you will find the section of the service agreement that details the pricing for each service visit.
  As we've mentioned previously, our resolutions are based on the documentation and notes in our records. Upon review, it is clear that you were thoroughly informed about our services. Additionally, you responded to our 2-step text verification, confirming that everything was explained to you clearly and understood.
  

  Customer Answer

  Date: 01/24/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 20775875
  
  I am rejecting this response because: And again not a single mention of your salespeople giving incorrect, false, and outright lying to get customers to sign up and then pocketing the $200 "dump the bad company" fee. 
  
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 02/16/2024

  Upon reviewing our records, we did not find any documentation indicating false information or miscommunication regarding your sign-up process.
  
  At our company, we prioritize transparency and ensure that our customers are fully informed about our terms and services. Our records indicate that you reviewed and signed the agreement without raising any concerns during the initial three-day period following sign-up.

  Customer Answer

  Date: 02/20/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 20775875
  
  I am rejecting this response because: Your salespeople lying and giving false information is not going to be in your documentation. As *** said several times. And you keep ignoring. 
  Yes I should have read everything you sent to me. Also your salesperson should not be lying to your customers just to get the sale. The salesperson is an extension of your business and represented the services falsely. 
  That is why I have rejected it while you refuse to make any amends.  
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 06/19/2024

  Dear *******,

  In our ongoing effort to provide excellent customer satisfaction, we have reviewed your case and decided to waive the $422.94 balance as a gesture of goodwill. While our documented procedures were followed, your satisfaction remains our utmost priority.
  
  Please allow 5-10 business days for the updated balance to be reflected. We hope this demonstrates our commitment to your satisfaction, and we apologize for any frustration this may have caused. There are no further charges, and your account is now closed.

• Initial Complaint

  Date:10/17/2023

  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.

  Ecoshield came to my house and put pressure on my wife to sign up. They gave specific names our our neighbors who signed up and highlighted we were getting a "group" deal. After investigating further we found out that none of our neighbors they mentioned ever signed up. We then canceled service on 8/28/23 and they continue to call and send us emails stating we owe them an additional $212 for a service performed after we had cancelled the original service. We are asking for a refund for our original service, as it was sold to us under false pretense and request that Ecoshield stop harassing my wife with emails and phone calls for a second service that never occurred.

  Business Response

  Date: 11/12/2023

  Hello,
  
  I appreciate your feedback, and I'd like to provide some clarification. The $212 balance on your account represents the annual commitment discount payback invoice for canceling the agreement prematurely. Unfortunately, we won't be able to refund the initial visit as services were signed off and rendered.
  
  In an effort to address your concerns and as an act of goodwill, we have decided to waive the $212 balance. Your account is now closed, and there are no other charges.
  
  If you have any further questions or require additional assistance, feel free to reach out.
  
  

• Initial Complaint

  Date:10/10/2023

  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.

  ACCOUNT #******* ****************7/26/2023. Per the salesperson we were promised that Eco Shield (ES) would rid our patio and back yard of ants, rid our wasp problem, treat mosquitoes, and ticks. Initially, ES treated our patio and back yard for the above-mentioned problems. However, after 4 treatments for ants we still had ants. We also had 4 treatments to kill wasps, which did not work. After treatment number 4, the tech assured us that in both cases the ants and wasps would be killed. After wasp treatment #4 my wife was out front, she got stung by one of the wasps and suffered pain for a week. My wife also called your office to mention that no one ever came out to treat ticks or mosquitoes, The operator transferred us to Service Agreement, and we were told we were not covered under our contract. Question: If we were not covered, then why did Eco-Shield treat the problem during the initial visit? When discussing the total dollar amount for the service, we were told it would be $800 (4 treatments). It turns out it would be $1000. After unsuccessful treatments for wasps and ants, mosquitoes, and ticks we decided the treatments did not work. My wife eventually ended up purchasing wasp killer from *** ******** in Turnersville, and within one day the wasps were gone. When we called to cancel the contract, we were told that we would be charged $213.25. This comes after much frustration, not to mention that my wife got stung and was in pain for 1 week. I'm not sure where we are going with this, but to be charged a cancellation fee after all this may require legal consultation. We do not feel being charged an additional fee to cancel is justified.

  Customer Answer

  Date: 10/26/2023

  BBB,

  On October 26,2023 I was able to speak with Eco-Shield accounting department. They were very sympathetic to my concerns and they waived my cancellation fee and sent an email which verified the cancellation.

  Therefore, I wish to cancel my complaint as all issues have been resolved,

  Thank you,

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

  Business Response

  Date: 11/15/2023

  Hi *******,

  Thank you for providing us with your feedback. We are very sorry to hear your wife was stung and suffered pain for a week. We reviewed your account and found that one of our customer service representatives was able to assist you on 10/26/23. As previously mentioned the balance was waived and your account is closed. We again, apologize for what happened to your wife and any other inconvenience. 

• Initial Complaint

  Date:10/06/2023

  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.

  Was told by purchasing a contract I would have same day service if any issues arise. I had an emergency, called to scheduled service, was told i have to wait until the following week. When I asked to cancel the contract since they are not able to provide the services they promised, i was told i have to pay an additional $300. This would be an addition to the $421.88 I have already paid them for their service that did not do what they said it would do.

  Business Response

  Date: 11/02/2023

  Hi ******,

  According to account notes, we came out and serviced your home for a free touchup on 10/11/23. Have you still been having ant activity?

• Initial Complaint

  Date:10/04/2023

  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.

  Ecoshield charges you for full services that were only partially rendered. When you reschedule for remaining service, they don’t show up. They are often late without notice or don’t show at all. They charge you for full amount and will not refund when partial or no services provided. Poor customer service. They will not refund for incomplete treatment.

  Business Response

  Date: 11/15/2023

  Hi ***,
  
  Thank you for sharing your feedback about your recent experience. I want to sincerely apologize for any frustration this may have caused. Our records indicate that we made an attempt to reschedule a free touchup for the interior, but it appears that it was denied. I understand that we had to cancel a previous appointment due to equipment issues, adding to the inconvenience.
  
  To express our sincere regret for any inconvenience caused, I'd like to offer a $50 credit. We genuinely value your business and want to ensure that we address any concerns you may have.
  
  If you have any further questions or if there's anything else we can do to make things right, please let us know. Your satisfaction is important to us, and we appreciate your understanding.

• Initial Complaint

  Date:09/29/2023

  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.

  A salesman came to my door to offer pest-control services. I spent almost a half an hour with him, wherein he told me the price for the initial visit, and that covered the follow-up visit that had to be done within 45 days. I asked pointedly, will I be billed again, and he told me no. The follow-up visit was necessary to get the eggs and new insects, and therefore was covered by the payment he was requesting at the time.The service was performed and approximately 45 days later, they returned for the follow-up. They have since been billing me for this follow-up service, and demanding payment. I spoke to their customer service department, told them their salesman assured me I would not be billed, and they simply didn't acknowledge what their salesman told me. They had no explanation why their salesman told me something that doesn't seem to be true. They simply would not even discuss it. The ease with which they dismissed my complaint seems to say they do this on a regular basis. When I asked for a manager, the associate told me they would say exactly the same thing. Again, well practiced and done on a regular basis.Their salesman came to my door to offer a service that was mutually agreed upon, but their billing office is still harassing me. Their salesman's agreement with me was trashed and ignored. They are billing me when their salesman told me I would not be billed further.

  Business Response

  Date: 10/23/2023

  Hi *********,
  
  We greatly appreciate you sharing your feedback regarding your experience with our customer service team. It's deeply regrettable that you felt their response was dismissive. We hold our commitment to excellent customer service in high regard, and your feedback will be used to improve our processes.
  
  We understand that our customer service team operates based on the information contained in the notes and documents associated with each customer's account. This ensures consistency and accuracy in our interactions. During our investigation, we found that all established procedures were indeed followed, in line with the records on file.
  
  For clarity and transparency, we have attached a copy of the Service Agreement, which was thoroughly reviewed, signed, and promptly emailed to you for your reference. Additionally, we have included a copy of the Welcome text to which you responded with a "yes." These documents outline the billing for the egg cycle service, as well as other important details regarding your agreement.

  Customer Answer

  Date: 10/24/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I am attaching the receipt that shows a $0.00 Account Balance. In their response, they still do not even acknowledge the fact that their salesmen lie. They are still ignoring that little detail. As you can see, they don't even address it. This is my complaint, and it is not being addressed.
  
  Regards,
  
  *********************************
  

  Business Response

  Date: 11/02/2023

  The receipt you provided dates to 7/19/23 when you paid your initial visit. We are not acknowledging the sales rep lying as we provided you with the documents that were reviewed and signed being in order. If you have any documents or recordings of any miscommunication, we can look into it further.

  Customer Answer

  Date: 11/08/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  When you sent the forms, the salesman was standing there telling me what was on it. With him standing over me, I felt rushed and didn’t read the fine print because, as I said, he was telling me what was on it. Your salesman came to my door and solicited me with a well rehearsed script. I believed him and now I’m being hounded for something I was ASSURED would not happen. You don’t address your salesman lying because it’s obviously commonplace for your company. Bad form, unethical. I specifically asked if I was going to be billed again, and he ASSURED me I would not. Lies. 
  
  Regards,
  
  *********************************
  

  Customer Answer

  Date: 11/08/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  When you sent the forms, the salesman was standing there telling me what was on it. With him standing over me, I felt rushed and didn’t read the fine print because, as I said, he was telling me what was on it. Your salesman came to my door and solicited me with a well rehearsed script. I believed him and now I’m being hounded for something I was ASSURED would not happen. You don’t address your salesman lying because it’s obviously commonplace for your company. Bad form, unethical. I specifically asked if I was going to be billed again, and he ASSURED me I would not. Lies. 
  
  Regards,
  
  *********************************
  

  Business Response

  Date: 12/18/2023

  Hi *********,
  
  We apologize if you felt rushed during the signup process. That is never our intention, as we have procedures in place to ensure that every new customer has sufficient time to review the agreement and plan. After signing up, we immediately emailed you a copy of the service agreement for further review. We do not have any notes on file of you reaching out with concerns about the agreement within your 3-day right period.

  Customer Answer

  Date: 12/21/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  They don’t have a permit to solicit in my town, so were here illegally in the first place. 
  They are not addressing my complaint at all. As you can see, they absolutely refuse to address a complaint of unethical business practices. How can a ‘customer service representative’ simply ignore a complaint, especially of unethical business practices? What is the customer service department doing, since they don’t address complaints? I have offered to pay for the service they told me I wouldn’t have to pay for, and am asking them to let that be the end of it. They refused my calls, refused to call me back, and refused to honor their salesman’s promises. I will pay for the service they provided, and I want them to be done, but they ‘refuse to address’ me or my complaint. 
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:09/14/2023

  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.

  On the morning of april 24th, 2023, ****** and another sales person came knocking on my door about the service they provide. They were polite and nice asking for our business. My wife told them that we already have a company who treat our home instead of outside our property for years and she's not interested. My wife told ****** to please leave the property because of the Do not knock law and there's a sticker on the door. That same evening ****** stopped me in my driveway while coming home from work and explain the protocol and treatment Plans for the inside and outside of the property. Guess they were hanging around saying thr pther neighbors in the area has them as a pest control company. The price sounded good so I spoke to my wife about it and decided to sign up. They came to the house the following week the treat the inside Which we did not need. We need service on thr outside of our property because of the ticks and Mosquito. We've paid $158.87 in May for the 1st service. We reach out to ****** about our agreement, and was told it was the next treatment in July. The technician came out in July and said we was told the wrong information. The Tech told us that they're short staff and we're lucky he was there that morning. The technician told us that the sales person didn't provide all the detailed information and made it sound as if we were scammed. The work was not completed, the tech left. I called ****** again, was told they're short in staff to wait another month. Again we're waiting for sometime. We asked to cancel because they're short on staff and we're paying for service they never provide. We were told the wrong information than the contract. I was told to call the office. Office told me of a cancelation fee $320. I refused to pay the cancelation noticed and now I'm slapped with a collection noticed. As a homeowner, I'm stuck with a collection bill. That can ruin my perfect credit all because of a knock on my door. Please assist me. Thank you

  Business Response

  Date: 10/11/2023

  Hi *****,
  
  We genuinely regret the less than satisfactory experience you've had with our services. It's important to note that the Service Agreement does not include ticks and mosquitoes as covered pests. The balance of $319.88 on your account represents the annual commitment discount payback, as per the terms in the agreement, for the premature cancellation.
  
  Our top priority is ensuring customer satisfaction, and in light of this commitment, we have chosen to waive the remaining balance as a goodwill gesture. There are no additional charges, and we confirm that your account has been successfully closed.

  Customer Answer

  Date: 10/16/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:09/05/2023

  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.

  Aggressive door to door salesperson sold my wife a total pest control solution for $212 per year. They provided one treatment to exterior of house. My wife forgot that we already had a pest control service at the house. I cancelled Ecoshield and any future treatments. Ecoshield then "tried to charge" our credit card for an additional $212, which we had our bank decline this payment. Ecoshield stated "there is no penalty for early cancellation", however they will eliminate "the discount price" if we cancelled early- which essentially is a penalty. So they are charging additional $212- which already went to collection service. Very deceptive sales tactics stating no penalty but the price doubles if you cancel early.

  Business Response

  Date: 10/26/2023

  Thank you for your recent message. We have taken the time to thoroughly review your account, and we can confirm that the Service Agreement was not only reviewed but also signed, and a copy was promptly emailed to you for your records. This document outlines the specifics of our Quarterly Subscription Plan.

  
  

  At our company, customer satisfaction is our topmost priority. To demonstrate our commitment to your satisfaction, we have made the decision to waive the annual commitment discount payback of $212 as an act of goodwill towards you. Please rest assured that there are no additional charges, and your account is now officially closed.

  Customer Answer

  Date: 10/26/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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. 
  
  
  
  Regards,
  
  
  
  **** ****
  

• Initial Complaint

  Date:08/26/2023

  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.

  I signed up for quarterly service to have my yard and house sprayed for bugs. I fell into a difficult time with being a single mother and having my hours dropped at work. I called to cancel the service. The customer service was horrendous. The gentleman on the phone said he was going to help me - and I asked how and he said by lowering the price. I explained to him i didn't know how I would be able to afford that with fewer hours and kids to feed. He stated that I would be a fool not to take this deal and it is such a shame. He said he would have to charge met he $300 termination fee and I said he could help me out by not charging me that and he said he couldn't do that.

  Business Response

  Date: 09/19/2023

  Hi *****,

  We are sorry to hear about the recent financial obstacles. We reviewed the notes from the 8/24/23 call you had with one of our customer service reps and it looks like they offered a couple of resolutions that were denied. We offered to lower the price per visit moving forward and even half off the next visit, which wouldn't have been until the end of October and they were both denied. 

  We are more than happy to work with you, but you were just given a highly discounted initial visit in exchange to you agreeing to complete the Service Agreement you just signed ** for in July. 

  Customer Answer

  Date: 09/27/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:  They are only willing to work with me if I continue to pay for a service over a period of time.  The only thing that would make me satisfied is for them to refund the $300.  If you are willing to decrease the amount of money for subsequent visits, it shows me that you are inflating the price in order to get more money instead of actually caring about the customer.  IT is a money making scheme.  This is an extenuating circumstance in a precarious time in the world that they are just looking to make a buck instead of work with the consumer. 
  
  Regards,
  
  ***********************
  

  Business Response

  Date: 10/26/2023

  We are attaching the Service Agreement that outlines the initial service being heavily discounted as the consumer agreed to an annual service plan with us. As outlined, we only ask for the discount back if they cancel prematurely.

• Initial Complaint

  Date:08/24/2023

  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.

  Sales representative came up while doing yard work, explained the company and told them not now, they did not take no for an answer and kept persueing, and lowered price to a resonable amount. I agreed to lower amount and tech showed up 19 minutes later to spray yard/foundation for quarterly pest control, and due to rain tech said they only sprayed alittle due to rain(half assed job). I called their corporate number and explained that they did a half assed job, admitted to it and I did not want them coming back on my property and just wanted to cancel my account and specifically asked if i would be charged considering they did not do proper job in first place. Was told by representative that I would not be charged and my account was canceled. Two hours later I was then charged and charged for double the amount told I would be paying, when calling back was told that they would not return my money even though service was not done properly. I also was never given a copy of contractand when I told them this, they continue to tell me it was emailed.

  Business Response

  Date: 09/20/2023

  Hi ***,

  Thank you for providing us with details of your experience. We reviewed the information we have on file and found that the invoice matched the price agreed upon. We've attached a copy of the Service Agreement, which outlines the initial service would be $139 plus tax. 

  When our team spoke to you on 8/24/23 regarding the partially completed initial service, a free follow up visit was offered to complete the initial service. Unfortunately, you denied the offer and insisted that we do not go back to your property.

  We listened to the call recording and confirmed that the initial visit charge was not offered to be waived, instead, the annual commitment discount chargeback for canceling prematurely would be waived. 

  Customer Answer

  Date: 09/28/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I know that was not the amount that was spoke to or agreed upon, and I was never provided a copy of said contract as stated by technician. I think they took my electronic signature off of the contract representative had me sign and put onto a different one. I absolutely am sure that the price was not at that amount, as I said that was more than I was willing to pay.

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

  Business Response

  Date: 10/23/2023

  We've attached a screenshot of the one and only Quarterly agreement that was reviewed and signed by the customer. The screenshot includes the date and time it was signed by the customer, as shown, there was no other document.

  Customer Answer

  Date: 10/24/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  I believe this is altered, I know that I turned down this price. Also, I was never provided any contract at all!
  
  Regards,
  
  ***********************
  

  Business Response

  Date: 11/02/2023

  The consumer does not have any written quote that differs from what we have on file. The documentation on file matches the invoice the customer paid for their initial visit.

  Customer Answer

  Date: 11/09/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I was tokd that I would be provided said contract, was not provided said contract, I was told I would receive service, was told by technician that they did a half assed job due to it starting to rain without any offer to reschedule, and when I called up the customer service line, I was told I would not be charged and yet I was. I would have proof if the technician printed or emailed as stated and no such thing was done! 
  
  Regards,
  
  ***********************

  Business Response

  Date: 12/18/2023

  The Service Agreement was attached, which serves as the contract. You were informed about a complimentary follow-up visit intended to address any areas that may not have met the service standards. However, you declined the offer for a free follow-up.