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:11/16/2023

  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 9/22/2023 I received an email from EcoShield letting me know that they will be out to service my home. I called and told them that I no longer need for them to come out and service my home.The representative starts telling me that to cancel will cost hundreds of dollars. I tell her do not send a technician out to my home. She completely gets into SALES MODE and stars trying to retain me as a customer so much to where she gave me 50% off my last service. I tell her that document in the notes that this will be my last treatment.Well today 11?13/2023 I receive another email from them telling me that a technician will be out on Wednesday 11/15/2023 between 12:30pm-2:30pm.I AM ABSOLUTELY SICK OF THIS ORGANIZATION !!! They will throw the book at you to keep you as a customer. STAY AWAY from this organization because when they say that you can cancel after 3 treatments, they do not mean it at all.I will have to get law enforcement involved and contact my financial institution to get them to stop taking money from my account.

  Business Response

  Date: 12/01/2023

  Hi ********,

  I want to express our gratitude for reaching out and allowing us the opportunity to address your concerns. It's essential to us that we resolve any issues you may be facing.
  
  Regarding the appointments, our records indicate that you signed up for our bi-monthly annual plan. This plan was discussed and reviewed with you at the time of signup, and a copy was promptly emailed to you for your reference. To make it even more convenient for you, we've attached another copy for quick reference.
  
  Your feedback is valuable to us, and we want to ensure that your experience with us meets your expectations. If you have any further questions or if there's anything specific you'd like to discuss, please don't hesitate to let us know. We are here to assist you in any way we can.

  Customer Answer

  Date: 12/04/2023

   
  Complaint: 20864549
  
  I am rejecting this response because:

  You door to door salesmen speak a completely different language than what you are providing for a contract. The gentleman that stopped by my residence stated to me verbally that I can cancel at ANY TIME but for the rate that he was providing that I had to receive the first 3 treatments then I can cancel if I choose to.

  You guys already know the unprofessional tactic that they are using to lock people into a contract that is NEVER discussed because what was stated to me was the paper work that I was signing was ONLY FOR THE # MONTHS THAT I COMMITTED TO.

  This is a normal practice for your organization! Look at all of the **** reviews that state the exact same thing that I am saying here.

  No I do not accept this AT ALL because this bait and switch nonsense is ridiculous!

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

  Business Response

  Date: 12/13/2023

  Hi ********,

  We do not wish to cause any further frustration. As an act of goodwill we have waived the $151 balance. There are no other charges and the account is closed. 

  Customer Answer

  Date: 12/14/2023

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

• Initial Complaint

  Date:11/06/2023

  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.

  This business provides regular services every other month for pest control, offering free services in between these paid appointments for anyone experiencing "breakthrough bugs". I initially contacted them months ago to make them aware of an ant problem. The corporate office stated that the local office would perform a complimentary service, giving us a date and time. This never occurred. When I contacted the office again, they stated that this was an error and that they were unable to get ahold of the local office at that time. They stated that the next paid appointment would be complimentary due to their error. In the aftermath, I was instead billed for that service which never should have happened. My husband and I have contacted the corporate office multiple times. Every time, they say they can't reach the local office and that someone will return our call to resolve this. This has never happened. Instead, they're repeatedly sending me a bill that should not exist and I will not be paying. I have requested that they delete my account as the agreed-upon contract is invalid due to their own negligence and not honoring their commitments.

  Business Response

  Date: 11/28/2023

  Hi ***,
  
  Thank you for bringing your concern to our attention. We've carefully reviewed your account and would like to clarify that the service conducted on 10/5/23 was a regular bi-monthly service visit, rather than a free touchup. It's important to note that free touchups cannot be scheduled in place of regular bi-monthly services.
  
  We thoroughly examined the call notes on your account, and unfortunately, we did not find any records of a complimentary visit being offered. We understand the significance of clear communication and want to ensure that we address your concerns appropriately.
  
  If you have specific dates and times in mind or if there are additional details you would like us to consider, please let us know. We are committed to investigating this matter further and ensuring your satisfaction.
  
  Your feedback is valuable to us, and we appreciate your understanding as we work to resolve this issue.

  Customer Answer

  Date: 11/29/2023

   
  Complaint: 20824758
  
  I am rejecting this response because it was clearly stated during a recorded conversation that there would be no charge. While this may not have been properly documented by your employee, it was clearly stated. As Im aware that these calls are recorded, there is no reason that you shouldnt be able to provide my calls with your company from September and October to the BBB. Then there will be no issue with who is telling the truth. This will show where I requested a breakthrough service, where I was provided an appointment date and time, where I called stating that no one showed up for this, and where I was promised that there would be no charge for my next appointment because of this negligence. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 12/12/2023

  Hi ***,

  We reviewed the call that took place on 10/2/23 and found that the end offer was taking your card off automatic payments. We did hear your request for the for 10/5/23 service to not be billed, or it should not take place. Due to these findings, we are waiving the $159 invoice and $20 late fee. The account is closed, but there is still a $200 balance due to the annual commitment discount payback for canceling the agreement prematurely. 

  Customer Answer

  Date: 12/13/2023

   
  Complaint: 20824758
  
  I am rejecting this response because: I would not be cancelling my service if your service wasnt deplorable. As evident by that phone call as well as several prior calls, it should also be evident that service was promised that wasnt performed. Your company has broken the service agreement and I should not be held liable for any cancellation fee. Your failure to provide service, disregard for customer needs, and negligence in addressing my concerns caused me to involve the BBB. No one was even willing to pull those conversations or admit fault until I took this action. This has been a massive source of stress and waste of my time in attempting to rectify your attempt to scam me. I should not be charged any cancellation fee. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:10/19/2023

  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.

  Signed up for service on July 20 (bi-monthly, $140) to get rid of "flying ants". By ******, the ants were still present, if not more. Per the contract, I was told service in between the regularly scheduled services was at no cost, however, when I requested someone to come on August 3rd, I got charged. At first, the office tried to tell me that was a correct charge but then saw that it was a mistake on their end. I told them even after the two services, I still had a big issue with ants. So they scheduled another "free service" for September AND offered to credit October. October comes around and we STILL have a big issue with the ants. Someone comes for a regularly scheduled service and tells me they are not "flying ants" but Argentine ants and whatever the other techs were doing was incorrect and making the issue worse. Then, after service, I get charged AGAIN! I have tried to speak to customer service twice now and they refuse to refund the charge I was told I'd be credited for because ******************* was "complimentary", even though all services in between regular service are at no charge, according to the contract and even in the automated hold messages. I need to cancel this service and a full refund since July because the ant problem was never resolved and was told by the latest tech that the previous services would have never helped the issue anyway.

  Business Response

  Date: 11/05/2023

  Hi ********,
  
  I appreciate your message and for providing details about your recent experience. To address your concerns, we conducted a thorough review of your account.
  
  We found that a free visit took place exactly as promised on 9/11/23, in line with our service commitment. I'd like to provide some clarification regarding the 10/6/23 appointment. This appointment was a regular bi-monthly visit, which is why it was billed as outlined in your service agreement.
  
  In response to the ant activity you reported, we had promptly scheduled another free follow-up visit for you on 10/24/23 to ensure your complete satisfaction. However, we understand that circumstances and preferences may change, and you decided to cancel this appointment.

  Customer Answer

  Date: 11/06/2023

   
  Complaint: 20741928
  
  I am rejecting this response because:

  As I stated in my initial email, and had communicated with several customer service agents - a single free visit was NOT what was offered to me. I was told that I would get the visit, PLUS October would be credited, because I was charged for a "free service visit" when I shouldn't have been. Plus you got the dates wrong. I was charged in August well before I was supposed to, after a Follow-Up visit. The charge should have happened on the 18th but I was charge on the 10th. After speaking to a customer service person directly at the ***** office, she confirmed that is was a mistake made by the company and offered a "complimentary" appointment to service the on-going ant issue that hadn't been resolved as well as credit October. Then, right after my October visit, I called customer service to confirm this (considering I already had issues with unauthorized purchased), and was told this wasn't the case. I told the last person I spoke to that if this wasn't resolved then I'd be canceling. It has been months since I started service and not only have there been billing issues but the ant issue wasn't even resolved.

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

  Business Response

  Date: 11/15/2023

  Hi ********,

  Thank you for the additional information. The current balance due is $170 for canceling prematurely. We would be happy waive the balance and credit your next visit on ** if you decide to continue. If not, we can waive the balance and close your account if you wish to do so. Please let us know how you would like to move forward. Thank you for your patience as we work to get this resolved.

  Customer Answer

  Date: 11/16/2023

   
  Complaint: 20741928
  
  I am rejecting this response because:

  I want the cancellation fee waived plus the last charge that should not have occurred. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:08/28/2023

  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.

  Signed up with Eco Shield 2 years ago and the first couple of times, I was happy, the people friendly. They rang the bell, asked about problems, etc. Then their unprofessionalism started to show. They just started sending bills for services they claimed to have rendered. Their people no longer asked what was needed or if any problems needed to be addressed and the bills they sent indicated that the tech only treated the outside. I could never speak with someone on the phone about dissatisfaction. Meantime, the left hand didn't know what the right hand was doing and I had door-to-door salespeople coming by my home in a gated community to ask me to sign up as a client!! I informed them that I already was a client, that I was unhappy and to have someone from the office contact me. They of course, never did. I had to cancel the credit card they automatically billed to get someone to call me about their inability to collect payment to fire them and then they had the audacity to call and send regular texts to me regarding a $ 300 bill they claimed I owed for cancelling their service prematurely. This company was regularly paid by me for a service that I feel that I didn't receive!!! To charge me the full price and then do half the job, twice!!!!!!, isn't servicing me. And then to demand an early payment fee for firing them when I tried to communicate? They communicate really well when they want their money. I spoke to someone in their accounts receivable department, and explained my situation, they said they'd waive the $ 300 fee. I even sent a certified letter in response to constant collection activity. I'm still getting texts from their AR department now threatening to send me to collections!!!!!!! They put forth an effort to please the first couple of times, then they become invisible until they harass you, most recently, today a Sunday, to pay for prematurely canceling service, when you question the service youd been receiving.

  Business Response

  Date: 08/31/2023

  Hi *****,

  We apologize for the experience you had recently. If a customer notices pest activity in between regular visits, they only need to let us know through a call, text, or email. We are always happy to accommodate and assist our customers. As you mentioned the $300 balance was waived on 8/28/23. There are no other charges and the account is closed.

• Initial Complaint

  Date:08/23/2023

  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.

  Company rescheduled me without giving me any form of notice. Front desk phone lady was rude, refused to help accommodate me. I scheduled a service I paid for and they rescheduled me without saying anything. Pretty much, Ecoshield is stealing my money and I am getting scammed by this company. Ecoshield does not inform ************* much, I think Ecoshield is deliberately making money without doing any forms of service. Ecoshield tells me to give a 24 hour notice if I need to reschedule, yet Ecoshield does not give me any kind of notice. I think Ecoshield need to be investigated for their shady services, which especially includes solicitation and bullying. Solicitation occurred by *********************** on June 6, 2023. This is the second time this has happened to me. They reschedule without providing me any form of notice, and the company is outright stealing money from me by rescheduling without any form of notice. I think federal authorities need to investigate Ecoshields shady business practices and hold those accountable for stealing money and not coming to provide the services I paid for them to provide for me.Id like to cancel my service with Ecoshield and not have to repay the discount they said I would have to if I cancel early. I also want no form of contact from Ecoshield ever again. I dont want to be charged ever again.I asked to speak to a supervisor, front desk lady refused and then rudely hung up on me when I asked her if the company is there to s**** with customers.

  Business Response

  Date: 09/07/2023

  Hi ******,

  We want to sincerely apologize if there was a lack of customer service on the previous interaction. Our notes indicate that we performed a free touchup visit on 8/25/23. How did that go? We see that ************** was able to take care of those issues and help with drain fruit flies. 

• Initial Complaint

  Date:08/07/2023

  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.

  I have been wanting to cancel this contract with this company since a month after I signed up for their bad service. However I have been patiently waiting as they said they have a cancellation fee that would be applied if I cancelled before July 2023. It was a ridiculous amount. I finally was told I could cancel service without penalty at the end of July and as soon as I did they sent me an invoice for $300 dollars supposedly as an early cancellation fee. When attempting to call their customer service number to inquire no one can explain why their records show I cancelled early. They confirmed that I have made all my payments as required but have to pay the early cancellation fee anyways. This is ridiculous and feels like a scam and unethical. And it will never end. They refused to send me a confirmation of my cancellation request also. There is no way this is legal and I want this invoice cancelled and a confirmation that my contract was not cancelled early and I dont owe them any fees.

  Business Response

  Date: 08/09/2023

  Hi *****,

  We want to sincerely apologize for any frustration this experience has caused. We reviewed your account and found that you completed the Service Agreement, so we waived the $300 balance. The account is closed, but the $100 invoice from the 7/19/23 service visit would still need to be taken care of. 

  Business Response

  Date: 08/09/2023

  Hi *****,

  We want to sincerely apologize for any frustration this experience has caused. We reviewed your account and found that you completed the Service Agreement, so we waived the $300 balance. The account is closed, but the $100 invoice from the 7/19/23 service visit would still need to be taken care of. 

  Business Response

  Date: 08/09/2023

  Hi *****,

  We want to sincerely apologize for any frustration this experience has caused. We reviewed your account and found that you completed the Service Agreement, so we waived the $300 balance. The account is closed, but the $100 invoice from the 7/19/23 service visit would still need to be taken care of. 

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20425556
  
  I am rejecting this response because: I have requested communication from this company that this $300.00 fee was applied in error and has been refunded and they refused. I also want email confirming my contract was not ended early and it was complete. They also refused.  I feel they do that so  down the road they can come back and try to claim "you were billed and never paid now you owe us more money. It goes back to why dont things get worked out appropriately when its their error thru their customer service group. In addition i have paid the $100 they claim I still owe and given them the check information twice.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/22/2023

  BBB,

  This is confirmation that the $100 check was received on 8/10/23. There is no other balance or charges and the account is closed. 

• Initial Complaint

  Date:08/07/2023

  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 August 4, 2023, Ecoshield representatives ignored no soliciting signs and bothered my young wife, scaring her into a one-time treatment. She tried to explain that we were renters and they needed to contact our landlord, but they went ahead with the treatment and billed us for $140, explaining we would have three days to cancel a contract they had not clearly stated she was signing up for. They returned the next day to collect payment, upon which they were told to leave the property. When an attempt was made to call and cancel, we were told we would be added to a list and could not cancel within 24 hours after the first treatment. Since they acted without contacting our landlord, used predatory tactics, and seem to be avoiding cancelling our contract, we want a full cancellation and no further contact.

  Business Response

  Date: 08/09/2023

  To BBB

  This person submitted a complaint to our business servicing the ***** ** area with a ******** address. Please remove this complaint from our business as this does not pertain to us.

  Customer Answer

  Date: 08/16/2023

   
  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:08/03/2023

  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.

  5/5/23: Ecoshield sales ******************** solicited pest service saying over & over Ecoshield d/n do contracts. So we let him in. He asked us to sign something digital. We refused , "if no-contracts, no need to sign." He insisted. Finally we asked for a manager. ****** got "****" on his cell. **** on speaker: "signing + putting cc is only way for software to work, only way to receive an email, and only way to get treatment & a good deal." (Turns out it was a contractbut that was not realized until AM 5/6/23that it had all been deception.) Now w signature + cc given, ************** promised his best technician, "****** @8pm bc no trucks in the area." Instead, magically, in 15 min, ******* shows up. Now back up a minute. Part of the sales layout was ************* (sales sprvsr) telling us 1st treatment takes 1hr-1.5 hours. Now back to *******. ******* may or may not have treated bc he asked "where are bathrooms?" Yet ******* was only there 2 ************ never saw/smelled chemicals. Weird. So what about ****** @8pm treating for 1hr +-? On that we hastily let ****** know *******, not ******, had arrived. Minutes later, ****** came running out of breath, w ****, saying "******* gave EcoShield his 2-wks notice. Not good, not good. Poor work." ************* looked around, agreed nothing was done on exterior & incomplete inside, if at all. So both said they will treat exterior themselves & appeared to do so. Also, they promised tech "******" would come 8am 5/6/23 to complete the inside deeper treatment to make things right. Fast forward, AM, 5/6/23, 915am, office lady, ****** says, "sales ppl d/n have access to ************** d/n have you scheduled AM 5/6/23; we can send a guy Mon 5/8. We said "100% NO. We cancel." ******: "You can cancel the contract but you must pay $129 bc svc was rendered." We said, "NO bc ************** said Ecoshield d/n do contracts. ******, you just confirmed it is a ********* **** let you know right now job was not even completed. ALL deceptive practice."

  Business Response

  Date: 08/08/2023

  Hi *****,

  We sincerely appreciate you taking the time to provide us with a detailed timeline of events from your recent experience. We want to express our deepest apologies for the disorganization and confusion that you encountered in dealing with these individuals. Providing high-quality services and a positive customer experience are paramount to us, and it's clear that we fell short in this instance.
  
  In light of the challenges you faced, we have taken your feedback seriously and have decided to waive the balance on your account as an act of goodwill. Your satisfaction is of the utmost importance to us, and we want to ensure that this situation is resolved to your satisfaction.
  
  Please rest assured that we are committed to improving our processes and ensuring that such incidents do not happen in the future. We apologize for any inconvenience you may have experienced and hope that you will consider us again for your pest control needs.

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 20414580
  
  I am rejecting this response because:
  EcoShield did not state the amount they are waiving. It should be the entire amount of $129 -- and tb stated in writing.

  In addition, they must state in writing it is

  (1) withdrawn from collections; (2) there ** no adverse reporting to any credit rating agency and/or similar agency now and at any time in the future 

  (3) EcoShield described the events as "confusion and disorganization." It was both of those but no cigar. **************, **** and *********************** engaged in deception to lure us in to signing a "not-a-contract" that was a contract. 

  Deceptive sales practice-- they must apologize for using deceptive practices if their statement: "do not want this to happen again" has any validity.

  Thank you, BBB @***************************** in **********.

  Sincerely,

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

  Business Response

  Date: 08/11/2023

  Dear BBB,
  
  We appreciate your involvement in resolving customer concerns and ensuring fairness in our interactions. We would like to provide confirmation that the $129 invoice associated with this particular case has been waived. We also want to clarify that the customer was never in collections.
  
  Please feel free to utilize this response as written confirmation for the customer's records. We are committed to addressing issues promptly and transparently, and we thank you for your assistance in this matter.

  Customer Answer

  Date: 08/22/2023

  1. We hold the business did not go far enough to do the right thing i.e., admit the deception: "not-a-contract, oh, but it is a contract. 
  
  
  2. EcoShield asserts the $129 is being waived. Now hold on. That implies forgiveness of an amount that was correctly due. 
  Yet the entire thing got its basis in deception and may give the appearance EcoShield is being let off the hook. 
  This should not get watered down. 
  
  Despite that -- we accept the balance on the account as zero (not by means of waiver.) 
  
  3. EcoShield indicates the account was never in collection. Interesting.
  Notably, we received calls for collection and the appearance of collections also came by USPS. 
  Hence, why we requested it be removed from collections in the first place. 
  
  This company seems really confused. 

  Business Response

  Date: 08/24/2023

  BBB,

  I would like to clarify the situation and provide additional context to ensure a complete understanding of the matter. We have attached a copy of the Service Agreement that the consumer reviewed, signed, and received via email for further reference. As clearly outlined in the agreement, it pertains to a pest control service subscription plan, which is commonly referred to as a "contract." Contrary to any claims of deception, we stand by the fact that we provided all necessary documentation and information to the consumer. Our records show that the Service Agreement was not only delivered but also opened by the consumer on two separate occasions.

   Furthermore, the consumer expressed concerns about the quality of service rendered and areas possibly missed during a visit. In response to these concerns, we thoroughly investigated the matter using our GPS tracking system and product usage reports. These records clearly indicate that our technician spent 37 minutes at the consumer's property, significantly more than the 3 minutes claimed by the consumer. Despite this discrepancy, we decided to waive the $129 charge as a gesture of goodwill and to avoid causing any further frustration.

  BBB, we consider this complaint to be resolved, as the account has been closed, and we have taken appropriate steps to address the consumer's concerns.

   

  
  
  

  Customer Answer

  Date: 08/31/2023

   
  Better Business Bureau:
  
  I have reviewed the response of EcoShield re complaint ID ********. Terms are accepted with final remarks.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/02/2023

  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 HAD A INSECT SERVICE DONE ON JULY 29 23 PUT ON A CREDIT CARD THAT WAS USED TO GO SHOPPING BY SOMEONE AT THIS JOB CANCELLED CARD AND FILED A REPORT WITH LOCAL P0LICE....INSTRUCTED COMPANY TO NOT COME ON ,MY PROPERTY AND LOCKED THE ***** IF THEY JUMP THE **** THEIR WELL BE PROBLEMS. ***************************

  Business Response

  Date: 08/06/2023

  TO BBB

  This person submitted a complaint to our business in ***** *******, but they live in ******* **********. Please remove this complaint from our records as this is not our customer.

• Initial Complaint

  Date:07/25/2023

  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 EchoShield employee knocked on my door 06 June of this year soliciting their service. He said the cost of their service was $170 + tax a quarter. He said that if they would come out to my house anytime during quarter to address issues and respray. He had a tablet with the contract that I was not easy to read, eyesight issues. Anyway, I agreed to the contract. I was charged $182.11 on my credit card that same day. Yesterday, 25 July, they came out and re-sprayed and again charged me $182.11 again on my credit card, that same day. I called their customer service and complained about the extra charge inside the 3 month window I previously paid for. They said that the charge was for egg cycle service, ***** days after beginning service, and that was what I was charged for. I told them that their employee never said anything about this this additional service when I signed the contract nor did he mention the 3 day cancellation period.My point here is that the EchoShield salesperson misrepresented the costs of this service. He gave me no verbal indication of additional costs above the quarterly fee.

  Business Response

  Date: 07/27/2023

  Hi ***,

  Thank you for reaching out and allowing us to address your concerns. We appreciate the opportunity to provide you with further information.
  
  Regarding the egg cycle visit, it is a standard part of our pest control program and is scheduled to take place between 30 to 45 days after the initial visit. This information is explicitly outlined in the Service Agreement, which was provided to you at the time of signing up for our services. Additionally, during the initial service visit, the Service Contract Review was reviewed with you to ensure clarity on all aspects of our service offerings.
  
  We understand the importance of transparency and ensuring that our customers have a complete understanding of the terms they agree to. To support this, we have attached copies of both the Service Agreement and Service Contract Review for the BBB's reference. These documents were signed, initialled, and emailed to you for your review and to have a copy of your agreement with us.

  Customer Answer

  Date: 07/28/2023

   
  Complaint: 20373071
  
  I am rejecting this response because:

  I repeatedly asked your employee about the cost of the service and he said $170.00 plus tax per quarter.  There was no mention of another tretment in 45 days that I would have to pay for.  I was not provided with a copy of the contract when your employee was at my home nor did he go over the contract items.  He just presented his tablet and asked me to sign each section without time to read it.  I did get an email copy of the contract but only saw it 4 or 5 days later, after the 3 day cancellation period.

  SIncerely,

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

  Business Response

  Date: 08/03/2023

  Hi ***,

  Thank you for sharing your concerns with us. We understand the importance of resolving the issue and ensuring fairness in the billing process. Our team is committed to providing satisfactory solutions to our valued customers.
  
  Upon reviewing your account, we acknowledge that our customer service representative offered a resolution by providing a 50% discount on the next visit. We apologize if this offer did not meet your expectations. As a result of declining this resolution, we are unable to waive the annual commitment discount payback of $160.69, as this was part of the terms outlined in your agreement.
  
  However, we genuinely want to assist you in finding a suitable solution. If you decide to continue with our services, we would be happy to remove the outstanding balance. Considering that you just had a service on 7/22/23, your next service wouldn't be due until the 2nd half of October.
  
  Please take your time to consider your options and let us know how you would like to proceed. We are here to help and ensure that you have a positive experience with our company. If you have any further questions or require additional assistance, feel free to reach out to us at your convenience.

  Customer Answer

  Date: 08/04/2023

   
  Complaint: 20373071
  
  I am rejecting this response because:

  Your representative provided misleading information with the intent of confusing senior citizens into signing the contract. 
  
  Sincerely,
  
  *******************