Complaints

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

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  Ecoshield Pest Solutions

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

• 

  Ecoshield Pest Solutions

  4030 Bruin Blvd. Unit J Frederick, CO 80504

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/01/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was charged 157$ for a service that wasn't provided

  Business Response

  Date: 07/06/2023

  TO BBB,

  This person submitted a complaint for their service provider in *****. We only service the Denver Area. Please remove from our business profile as this is not our customer. 

  Customer Answer

  Date: 07/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/26/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Thursday, June 22nd I signed an agreement with EcoShield Pest Control. I then sent an email to the company at ******************************************** as listed in their agreement. My complaint is that the company has been manipulative in their sales tactics. They quickly had me initial a sales agreement without clear review of the consequences. Once they emailed me the agreement I noticed that they first have a section that I initialed that says the *** has a 3-day cooling off period that allows me to cancel without penalty. Then immediately under this is another statement that I inadvertantly initialed that says I waive my rights to this 3-day cooling off period.

  Business Response

  Date: 06/29/2023

  Hi ****,

  We appreciate you reaching out to us and providing the necessary information. This message serves as written confirmation that your account with us was successfully closed on 6/27/23.
  
  We understand that you contacted our team and requested the closure of your account within the designated 3-day window. We are pleased to inform you that the account closure has been processed accordingly.
  
  We want to assure you that there are no additional charges associated with your account. You can rest assured that the closure process has been completed smoothly and without any further obligations.
  
  Should you have any further questions or require any additional information, please do not hesitate to contact us. We are here to assist you in any way we can.

  Customer Answer

  Date: 06/29/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/23/2023

  Type:Product 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.

  Salesperson came to my door with a very hard sell and discounted price from $325 to $165 to spray outside and in the garage for pests. I said ok and he led me through the signing agreement and I paid.After I weighed, he informed me it was a recurring service. I told him he should have told me that from the beginning and to please cancel it. ** said I could cancel anytime, so the service was perform3d that day and my card was charged.Then, I went online to my account and there was no way to cancel the service from my online account.Then, a month later, I got an email saying the next service date was coming. I called to cancel and had to make the same phone tree selection 3 times before getting a human, who then had to transfer me to someone else.The rep told me there would be a $150 cancellation fee, which I said wasnt described to me by the initial rep. ** said I was in the agreement I signed, and I told him the salesperson led me to believe the initial agreement was for a single one-time service, and never said anything about a cancellation fee. I told him I would not pay the fee, and we went back and forth a bit on that.** said he would talk with his manager, who said they couldnt do anything because the system automatically generates the invoice. I again told him I would not pay it. I then described to him how disappointed I was that an **************** was doing business using such unethical procedures. It was clear he had no authority, though.That was today. Well see what happens from here. But judging by almost every other complaint against them, Im expecting to be harassed for the $150 fee by them.Disgusting business ethics.My request is that they cancel the $150 fee, stop all contact with me, makes cancellation possible on their customer account website, and adjust these unethical procedures.

  Business Response

  Date: 07/05/2023

  Hi *****,

  Thank you for providing us with additional information regarding the matter at hand. We sincerely apologize for any frustration this may have caused you. As a gesture of goodwill, we have decided to waive the $150 balance associated with the premature cancellation, taking into consideration your claim of requesting to cancel within the specified 3-day period. It is important to note that there are no further charges, and your account has been successfully closed.
  
  We greatly appreciate your cooperation and patience throughout the process of resolving this issue. Should you have any further questions or concerns, please do not hesitate to reach out to us. Thank you once again for your understanding.

  Customer Answer

  Date: 07/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********************

• Initial Complaint

  Date:06/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A salesman came to my house Apr 22 claiming to already have a pest control contract with my landlord and pointing out supposed black widow nests. I signed a contract and 10 minutes later he and a tech came and sprayed. They said if I had any concerns I could cancel w/o charge. Contacted landlord and he said hed never heard of them. Called their office Apr 24 and canceled and was told my account would be closed w/o charge. Call was recorded on their end. Since then I have been contacted 10 times in two months and told that I owe them my one time fee of $129. I have referred them back to the original phone call every time.Today I got a text saying if they did not hear from me in two weeks, they would refer my bill to a third-party collections agency. Called them back and was told that they wouldnt force me to pay my bill but that they would keep contacting me and then send it to a collections agency. Asked to speak to billing office and was repeatedly put on hold and then told her that they couldnt connect to them and Id have to call back later.

  Business Response

  Date: 06/23/2023

  Dear ******,
  
  We sincerely appreciate your thorough feedback, and we want to express our apologies for any frustration you may have experienced.
  
  Although we have a properly signed Quarterly Subscription agreement in place, we place the highest priority on customer satisfaction. In light of your concerns and to demonstrate our commitment to resolving this matter, we have made the decision to waive the remaining $129 balance for the initial visit as an act of goodwill towards you.
  
  Please rest assured that there are no other charges associated with your account, and it has been closed as per your request.
  
  We value your feedback and appreciate your patience throughout this process. Our goal is to provide exceptional service to all our customers, and we regret any inconvenience or dissatisfaction you may have encountered.

  Customer Answer

  Date: 06/26/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/17/2023

  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.

  This business used predatory practices to bully ** into getting services. Then, after two visits with them using "pet safe" solutions, my dog got sick for 3 days (each time). These illnesses perfectly coincided with the treatment they did. When I called to complain, they admitted they knew it can make dogs sick and offered to try another product but it "might" also make my dog sick. In the end they charged me $200 to cancel the services. Absolutely a scam with predatory practices. STAY FAR AWAY!!!

  Business Response

  Date: 06/22/2023

  Dear BBB,
  
  Thank you for bringing the consumer complaint to our attention. We have thoroughly investigated the matter and would like to address the concerns raised by the customer.
  
  After carefully reviewing the call from 6/16/23, we have found no instance of our customer service representative stating that the product used in our service was responsible for making the customer's dog sick. We take the health and safety of both humans and animals seriously, and we always use products that are approved and safe for pets when applied according to the manufacturer's guidelines. Our representative did, however, apologize for any inconvenience caused and offered to make a note on the account for the technician to use a different product upon the customer's request.
  
  Additionally, it should be noted that the customer agreed to pay the remaining balance of $200 as an early cancellation fee. While we regret losing their business and would have preferred to accommodate their requests, they willingly entered into an agreement with this condition. It is important to honor contractual obligations to ensure fair business practices.
  
  We value our customers and strive to provide excellent service and clear communication. We regret any misunderstanding or inconvenience experienced by the customer and appreciate the opportunity to address these concerns.

• Initial Complaint

  Date:06/16/2023

  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.

  8/10/2021 Initial termite service was contracted, which included liquid treatment around house and bait stations 9/13/2021 liquid treatment around the house was completed In the contract it states "For one (1) year from the date of the initial service and for any subsequent warranty periods in effect, Shield Pest Solutions agrees to provide additional service for free if a Shield Pest Solutions licensed inspector identifies subsequent covered wood-destroying insects at the service address."4/4/2022 bait stations were finally installed, 7 months after initial treatment and invoice. EcoShield sent a $346 invoice for this 'service' even though I had already paid for the bait station installation with the initial $3460 service fee.4/8/2022 more termite activity was found in the basement and a subsequent treatment was performed. 4/7/2023 an 'annual' service was performed and I was invoiced $346 even though my initial service was in August/September 2021. EcoShield has called, emailed, and texted about this invoice. I have spoken with several customer service representatives and have told the company multiple times I am not authorizing payment until I receive a contract outlining the terms of the annual service. Not details have been provided outlining monitoring or service frequency, what services are covered with the annual fee, what additional fees there are, etc.EcoShield fails to provide answers or documentation for the questions above but keeps emailing, texting, calling, and sending letters. They are now threatening to send me to a third party collection agency when they are in breach of their own contract.

  Business Response

  Date: 06/26/2023

  Hi ******,

  Thank you for your understanding and patience regarding the matter at hand. We have reviewed the situation, and we acknowledge that the termite annual renewal invoice of $346.00 was issued prematurely, causing frustration on your part. We sincerely apologize for any inconvenience this has caused.
  
  To rectify the issue, we have taken immediate action to credit the $346.00 invoice and ensure that the balance has been waived.

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 20199237
  
  I am rejecting this response because I received a notice from a third party credit collector on 6/30/2023 dated June 23, 2023 for the $346. I want to be sure this does not show on my credit report or affect my credit score in any way because I am not at fault. I pay my debts and dispute unwarranted charges. EcoShield has chosen to not determine the true issue until I generated the BBB complaint, my credit should not be punished for their negliance.

  I also still have not received contract terms outlining what the annual renewal covers or includes (monitoring station check frequency, subsequent treatments, etc.).
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/13/2023

  Hi ******, 

  We waived the balance on 6/26/23. It takes ***** business days for the balance to update with the 3rd party agency. If anything comes in after, please reach out to us.

• Initial Complaint

  Date:06/15/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A man came to the door in the evening soliciting for pest/insect extermination "new" accounts, since so many neighbors used their service. I listened only because these are Townhouse units, connected, therefore any service would be most reliable if used by all. I asked more than two times for a copy of a Service Agreement, was asked for an e-mail, then said it was sent. It was not. Then the routine was to pay now, just a "buck-fifty", that's all, then they'll spray outside, I can see the results. Also, I could call and say I wasn't satisfied and they would come to repeat treatment, no charge. I asked about cancelling, could anytime if not satisfied.I am not satisfied. The "spraying", "treatment", whatever has not only not improved anything, more flying insects and mice have been prominent. It's been a week. In addition, there is one person who is here 2-3 days each week that has a weakened immune system and has been told to be no where near extermination treatments. (and yes, I did argue the "safe for all humans, animals". His doctor laughed, said most say that. Not harmful is harmful to some was his point)I called to cancel today, was told I could not. Have to pay for a year. I still have never received a contract, the credit card was run for $159. That's not a "buck- fifty", and cancelling after a week of no real service and no contract is also not an ethical business.

  Business Response

  Date: 06/20/2023

  Hi ****,

  When you called in on 6/14/22 the feedback we received from you for canceling was that the *** provided you with pest control services.

  Please clarify what reason you wish to cancel. We have attached a copy of the Service Agreement you reviewed and signed which outlined the price per visit. If you are still noticing pest activity, we have a 100% guarantee that provides you with touchup visits.

  Customer Answer

  Date: 07/11/2023

   I did not receive the-mail response to my complaint and I do wish to offer a rebuttal.
  
  As I told the service representative, this is a condominium property.  The * & *s here do not allow outside actions by unit owners.  We are not responsible for nor allowed to perform landscape planning, maintenance, planting, fertilizing and so on.  Some planting is allowed with written approval P*IO*, but that is it.
  
   The Service agreement, any type of contract, was requested several times during this painful sales pitch.  None could be accessed until payment received, I was told, and it was only a buck-fifty.  As he said, think of it, how cheap!! What can you get for a buck-fifty?  Swindled out of a dollar -fifty?  No, and I dont consider $159.00 a buck-fifty and I dont suppose any new money billionaire would either.
  
  I signed nothing. Almost tried once, your representative to save precious daylightsaid he would just keypad the initials.  I asked repeatedly for a contract, sorry, was not shown any agreement nor list of fees.  I did ask to see a contract and also, repeatedly, about a cancellation policy:  was it possible to cancel at any time.  Answer:  of course it was.  Im sure thats listed on your invisible Service Contract.  When I said I wanted a contract now, naturally that could not be produced until paid.  Only $1.50..paid, but nothing sent, produced, just promised.
  
  All this occurred just before dusk, and we just had to rush because I was included in this fantastic offer (buck-fifty, you know) so the team might get in one final before dark and quitting time while the truck was here in the area.  
  
  Oh, and I did get an e-mail with a receipt for $159, that is how I got the name and phone number of your operation and called to cancel. And that was days later. 
  That, of course, is no option unless you pay many many more buck fifties..I do not want a guarantee of touchup or any visits.  I want a cancellation of visits.  As I told your representative, I do not need bugs sprayed even if all my neighbors use your service.   
  
  But, I have asked many others, including my bank and credit card company what  a buck-fifty means to them.  All answered $1.50  You did not bill one dollar fifty cents, you did not agree to cancel.  Please do so.
  

  
  

  Customer Answer

  Date: 07/18/2023

  Please forgive me if you did not send an additional request for a response.  It is very difficult to track this  conversation with e-mail.  I believe you asked what reason to cancel.  There are three reasons: First, it is a violation of the *** rules for residents to perform any outdoor work, maintenance, new planting or building and in particular any spray or fertilizing.  I believe all ***s are strict for outdoor and landscape issues, this one certainly is. I was somewhat interested about pest control for ants in a basement area, and I did ask about that..what do you know, all included in the same buck fifty .  I was never given a contract, just told to sign here to get one.  And, yes, I paid the buck fifty by credit card because I have no cash, truly, at any time, and did not worry about such a small amount.  So the second reason is that I absolutely did not have an opportunity to read a service agreement.  This young man did not carry a computer, did not have agreements with him, did not have a printer nor any literature such as price list.  I asked repeatedly about cancelling and a contract. None could be accessed, but would be sent that seems to make this a verbal contract to me, which at near 80-years of age has not been unusual. The price buck fiftyis one dollar fifty cents to me.  Meaning $159 to someone of this representatives age should have been clarified, and also how often the buck fifty is to be paid, because as I understood this representative that would be for a year and I have no reason to doubt that this would be weekly, monthly or whatever.  
  The last reason I wish to cancel, or at least the reason to contact BBB, is that I did attempt to see if there was some e-mail from this company and there was none.  I then called Discover to check on a charge that a buck fifty meant $159, and I filed a charge dispute.  Discover was able to give me the name and phone number of the company, and I called ECO Shield to cancel.  That representative said I could not cancel, when I argued that I was assured I could, he said there would be a cancel charge of $200. ( 2 bucks"? )  Discover was also able to get a copy titled Service Agreement which is largely illegible, and that was received this week.  
  I appeal to BBB solely because I believe in their interest and ability to mediate consumer complaints.  I have no interest in trashing Pro Shield ( although I thought the name of this business was Eco Shield or something similar) I just want what was promised.  I paid the buck fifty and I want to cancel.  
  

  
  

  Business Response

  Date: 07/24/2023

  HI ****,

  Thank you for providing us with the additional details. We have reviewed your account notes, and we can confirm that a copy of the Service Agreement was sent to the email address you provided on 6/6/23 at 7:26 pm MDT.
  We understand the unique circumstances regarding the *** rules you described, and we want to accommodate your situation accordingly. As an act of understanding and goodwill, we have decided to waive the remaining balance of $150 due to the premature cancellation. Please be assured that there are no other charges associated with your account, and it has been closed as requested.

• Initial Complaint

  Date:06/15/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/31/23 EcoShield was scheduled to complete service at my property. I received an invoice at 3:26 pm stating the service had been completed at 2:31 pm. I was home and no one from EcoShield came to the house to complete the service. They cannot access the yard w/o me ******************* and the entire house is recorded on camera. If they had been here to service the house the dog could also not be outside and video provided shows he was. I contacted EcoShield as this is the second time I have had issue with them and asked for my account to be closed and I would not be paying for a service I did not receive. The account was closed, but EcoShield is still contacting me to pay the $169.00 for the service that was never completed at my home. I have sent video and spoke with multiple people at the call center to try and resolve this. I requested a supervisor call me back on 5/31/23 and 6/1/23 and have yet to get a call. I just received a text (6/15/23) from EcoShield again requesting I pay the $169.00. When I called them again to get this resolved no one at the call center can help me and again claimed a supervisor would call. This company sends solicitors to the neighborhoods to get business under deceit and deception, not performing as claimed in the agreements. I tried to previously cancel the service before the incident on 5/31/23 and they refused, and I paid for subpar service anyway. This time the service wasn't performed and I am not paying for it. My account is closed with no future service scheduled. I just want the $169.00 removed since the service wasn't accomplished at my residence on 5/31/23. EcoShield has all of the telephone recordings and copies of the videos I sent as they have referenced them each time I call them or their call center calls me.

  Customer Answer

  Date: 06/15/2023

  I filed a complaint today 6/15/2023 with the BBB against EcoShield. I am writing to notify you that a supervisor finally called me and the balance they claim was still owed has been waived. I no longer have an issue. Thank you

• Initial Complaint

  Date:06/09/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Service that was going to be provided, was not. Then charged a cancellation fee for a service I never received in the first place.

  Business Response

  Date: 06/22/2023

  BBB,

  Our Office Manager reached out to this customer to offer a resolution yesterday. 

  Consumer did not want to anything to do with us.

  The account is closed and we will not reach out to consumer again as they requested.

• Initial Complaint

  Date:06/08/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ecosheild has been to my house more than once to re-treat my yard as we continue to see spiders and crickets on our front and back porch and around our pool. They have sent multiple technicians with different experience yet the problem persist. The last technician had an attitude with my husband and myself and told ** that "because we live in ***** we should expect to see bugs"! I canceled our service and Ecoshield is charging me a $150 cancellation fee. Their policy is that they get THREE retreats before a cancellation fee is not applied. This is ridiculous seeing as how Ecosheild has been treating our yard bi-monthly since August of 2022. We should not have spiders crawling on us and our cameras period, much less after a re-treat. They have gad ample opportunity to rid our home of pests.

  Business Response

  Date: 06/20/2023

  Dear BBB,

  
  We appreciate the opportunity to respond to the concerns raised by the customer in question. We have carefully reviewed the notes regarding the customer's interactions with our company, and we would like to provide a comprehensive account of the events that have transpired.

  Firstly, it is important to note that the customer attempted to cancel their service with us on December 30, 2022, primarily because we were unable to accommodate their desired treatment schedule. During this conversation, the customer reportedly hung up on our representative, not once but twice, as documented in our notes.

  However, when the customer became aware that they would be responsible for paying back the discount, they chose to unfreeze their account and proceeded with the next scheduled service, as well as the two subsequent services. It is crucial to highlight that there are no records indicating any dissatisfaction with the treatment during this period. The first time the customer expressed concerns about the effectiveness of the treatment was during a touch-up appointment on May 19. We would like to emphasize that had the customer alerted us to any issues earlier, we would have been more than willing to provide complimentary touch-*** or follow-up treatments to address their concerns. Unfortunately, we were not made aware of their dissatisfaction until now, leaving us with no opportunity to assist them.

  It is worth mentioning that there is no supporting evidence in the customer's notes to substantiate their claims against our company. We take customer satisfaction seriously and strive to address any issues promptly and professionally. However, in this particular case, it is evident that the customer's lack of communication prevented us from providing the assistance they desired. We encourage open dialogue and communication with our customers to ensure their needs are met, and we regret that this was not the case in this instance.
  
  Thank you for allowing us to address these concerns. We remain committed to providing quality service and addressing customer issues to the best of our abilities.

  Customer Answer

  Date: 06/29/2023

   
  Complaint: 20161226
  
  I am rejecting this response because:I am not satisfied with EcoShields reply and wish for this case to be reopened.  Their comments from December are not completely true and, it is clear that the notes on my account are not being updated properly.  Yes, I did cancel in December for the same reasons in this complaint.  Once I was able to speak to someone knowledgeable and that I could understand (the reason for the hangup calls), they convinced me to give them another try.  ****************** calls was NEVER an issue.  My schedule is wide open as I work from home.  I also do not need to be present for them to treat.  I challenge EcoShield to provide hard proof for that being my reason to cancel.  I kept all my appointments the agreement required.
  
  EcoSheild DID NOT address the rudeness and unprofessionalism of the last technician nor did they address that AFTER the scheduled touchup, pest still infested our yard, *************.  They also did not address the time their technicians spent treating our home, in and out in 5 minutes!  I repeat, the service was fine in the beginning but became unsatisfactory late 2022.  Again, after 2 services, we should not have spiders crawling on us at our pool and spiders making recordings on our cameras.  Living in ***** should not be EcoShields reason for ineffective treatments.
  
  EcoShield has still not responded my reply
  to their email from June 18th, pics attached.   They do however continue to harass me with phone calls and emails after I have told them to cease and desist and to contact me only via the USPS.
  

  
  

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

  Business Response

  Date: 07/13/2023

  Dear BBB,

  We aim to ensure the utmost satisfaction of our customers and want to avoid adding any additional stress or inconvenience to them. In an effort to demonstrate our commitment to resolving this matter, we have taken the decision to waive the outstanding balance in its entirety as a gesture of goodwill.
  
  We want to assure you that there are no further charges associated with this account, and it has been promptly closed to bring a satisfactory resolution to the situation.
  
  Thank you for bringing this matter to our attention, and we appreciate your assistance in helping us address and resolve customer concerns. If you have any further inquiries or require additional information, please do not hesitate to contact us.

  Customer Answer

  Date: 07/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  It was the right thing for them to do.  I hope they train their staff better in the future and provide a better product.

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