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:08/28/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  An Ecoshield representative presented their service as a try and cancel if you are t satisfied. When we tried to cancel their service, we were told that we replied yes to a text message that committed us to a 12 month contract. When I told them I wanted to cancel their services, they said that we could cancel but they would charge us $150 which was the discount for the initial treatment.

  

  Business Response

  Date: 09/04/2024

  Thank you for reaching out to clarify your concern. Upon review of your account, we have waived the annual commitment discount payback. We received the necessary documentation showing that your HOA covers outdoor pest control services. As a result, there are no additional charges, and your account is now closed.

  Customer Answer

  Date: 09/09/2024

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

  I do feel the company misrepresents themselves and the information they initially provided to use. 
  

  Im guessing their BBB rating reflects many peoples past issues. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/15/2024

  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.

  On May 10th, one of the Sales *** of this company knocked at my door and tricked my into buying their services for 1 year for only $189. He didn't even let me read the service agreement and kept explaining the incorrect plan verbally and told me that this only one time payment for 1 whole year. After some days I found out there were monthly recurring charges for this subscription.I sent an email to the company and shared my concern.They closed my account on 07/13/2024, and sent me in writing that they have filed a refund request for $189 that were charged to my credit card. I still haven't received my refund as of 08/15/2024. It's been more than 2 months and the company is fraudulently holding my money. They have also stopped ***lying to my follow up emails. This is my hard earned money and they have to return it.***********************Hello, ****** Thank you so much for calling in today and discussing your services with us. We hope that we were able to provide you with a service experience during our conversation that shows you how much we appreciate your past business with us. Per our conversation, this is written confirmation that your account has been closed out and we filed a refund request for the egg cycle that was charged to your card for the amount of $189, and you will not be charged for the initial discount for the amount of $200.If you would ever like to resume services with us, please feel free to contact us at the phone number or email below and we would be happy to offer you a discounted initial service to show our appreciation for the opportunity to earn your business again. If theres anything else that we can do to take good care of you, please dont hesitate to let us know.*************************I have 2 small kids and a family to feed. I can't let any scam company steal my money like this. I will go to every limit possible to fix my mistake of getting scammed, and I will also spread the word so we can expose this scam company.

  

  Business Response

  Date: 08/24/2024

  Dear ******,

  We understand how important this matter is to you, and we apologize for any frustration this situation may have caused. We want to assure you that the refund of $189 has been processed. You should see the funds reflected in your account shortly.
  
  If you have any further questions or concerns, please don't hesitate to reach out. We appreciate your patience and understanding as we work to resolve this issue.

• Initial Complaint

  Date:08/12/2024

  Type:Customer Service 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.

  This issue relates to the ****** location for EcoShield.I signed a contract with the sales associate who was going door to door in my neighborhood. The contract and associate claimed a 100% guarantee for certain pests and to be pet friendly. The contract was for 24 months and included a $300 fee for premature cancelation. After they had spayed my yard with whatever pesticides they use to eliminate bugs, I began to notice my dogs biting and licking their paws. I also noticed their paws became red and irritated to the point they lost some fur. I took them to the vet who recommended I try allergy treatment, Benadryl and a topical spray. Which did not work, the vet then asked me if I had any yard work or sprays done recently, and EcoShield is the only one who has done yard work. Mind you, my dogs have not had allergy issues, and we've had them for 4 years and 5 years respectively. Also mentioning that I still have pest issues with the pests listed under their "100% guarantee."I brought this issue to their customer service line, who said there was nothing they can do for the $300 fee, since I am breaking the contract. However, I was provided false information regarding their pet friendly chemicals. They are in fact not pet friendly and have hindered my dogs to the point where they will not even go in the grass until the absolutely have to to use the bathroom. The lady said to me that they can "note" for the technician to "avoid" pet areas of my lawn. Mind you my entire lawn is a pet area. The customer service **** was extremely rude and non empathetic to my situation with their product affecting my dogs, and demanded that I return to the vet and get "tests" done to determine the chemical that affected my dogs. Unfortunately a pesticide specific test does not exist. She refused to cancel my account without charging the $300 cancelation fee.If you have pets, please do not use this company for pest control unless you want to see your pets suffer from the irritants.

  

  Business Response

  Date: 08/19/2024

  BBB of Chicago and N. ********,
  
  Thank you for bringing this matter to our attention. The materials we use are formulated to be pet-friendly; however, we recognize that individual sensitivities can occur. We regret any distress this situation has caused and have waived the $300 assessment as a gesture of goodwill.
  
  

  Customer Answer

  Date: 08/19/2024

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

• Initial Complaint

  Date:07/19/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ecoshield is enforcing a contract their own employee signed. We never signed a contract and now they are refusing to cancel our service. **************** is extremely rude, repetitive, unhelpful. I spoke with ****** who told me to "shut up" and "unfortunately he couldn't help me." Ecoshield is running a deceptive, fraudulent business evidenced by their aggressive and deceptive customer service practices. You will refund me your bogus "cancellation fee," considering the contract YOUR EMPLOYEE SIGNED is null and void.

  

  Business Response

  Date: 07/19/2024

  Good day BBB,

  Please re-assign this complaint to our ************* and this is not the Shorewood location customer.

  thanks,

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

  

  Business Response

  Date: 07/19/2024

  Hi ********, 
  
  Thank you so much for taking the time to reach out to express your concerns. Although I understand where you are coming from, I want to go into detail about the reason behind our annual commitment discount payback, also known as the cancellation fee. Our contract, which I have attached with this response, goes over when we would ask for the fee to be paid. After three business days, we do ask for the fee to be paid, which in this case is $200. We also have a "Welcome to the Family" team that goes above and beyond to send a text message to you after the initial sign-up before your first appointment that outlines all the important key details within your  contract. In that text message, we go over the duration of your contract, the cancellation process with fees included, and the Egg-cycle appointment details! I have also attached the screenshot of that message sent to you on 7/31/23
  
  With all that being said, I am empathetic to your situation and understand the frustrations with this. I have gone ahead and waived the $200 annual commitment discount payback fee set out in your contract. This is because ultimately we want our customers to remain happy and leave knowing we did everything we could to make sure your overall experience was as perfect as we were able to make it.
  
  As of now, there is no balance on your account. I will send you an email with an invoice attached showing it has been taken care of on our end. If there is anything else we can do to help you out now or in the future, we are hopeful you won't hesitate to give us a call!
  
  Best regards,

  Customer Answer

  Date: 07/22/2024

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

• Initial Complaint

  Date:07/12/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  June 30th of 2023 one of Ecoshields salesman came to my door despite the "no solicitation" sign and said they were doing service in the neighborhood. He asked if I would be interested in signing up I said no but the salesman kept putting pressure on me offering discounts and deals and and incentives to sign up with him ubtil I eventually caved and signed feeling it was the only way to get him to leave beside actually becoming rude and telling him to go. I mean this went on for the better part of a hour. As I went through the agreement we never spoke about there being a fee to stop service and now they've threatened to send me to collections after harassing me with calls and emails for months. I'm moving and they want more of my personal information to show I've moved but I don't feel comfortable giving them that information because of the uncomfortable encounter I had with their company at my old address and they're asking for me to send personal documents that I'm not comfortable sending to them and essentially that's the only way I can get away for paying this fee that I wasn't aware of when being pressured into signing

  

  Business Response

  Date: 07/15/2024

  Hi *****, 
  
  Thank you for reaching out to us with your concerns. I want to sincerely apologize for any possible miscommunication during the time of your initial sign-up. Although I understand where you are coming from, I want to go into detail about the reason behind our annual commitment discount payback, also known as the cancellation fee. Our contract, which I have attached with this response, goes over when we would ask for the fee to be paid. After three business days, we do ask for the fee to be paid, which in this case is $150. We also have a "Welcome to the Family" team that goes above and beyond to send a text message to you after the initial sign-up before your first appointment that outlines all the important key details within your  contract. In that text message, we go over the duration of your contract, the cancellation process with fees included, and the Egg-cycle appointment details! I have also attached the screenshot of that message sent to you on 6/30/2023. With that contract signed and initialed and the Welcome to the Family text responded to, we are under the understanding you have read and agreed to terms. Unfortunately, at this time we will need to hold you to the signed agreement and we will be unable to waive the fee at this time. If there is anything else we can do for you, please don't hesitate to reach out. 
  
  Best, 

  Customer Answer

  Date: 07/19/2024

   
  Complaint: 21980069
  
  I am rejecting this response because:

  Your sales practices are rushed and flashed to people on an eye pad with the attempt to get people to click through without understanding what they are signing up for your "team members" ambush people around their homes even when it'd posted they are not welcome.  Your practices of sales is unethical dirty, and based on fooling people.

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

  

  Business Response

  Date: 07/28/2024

  As previously outlined, all sign-up procedures were properly documented, and you were provided with copies of all service-related material for further review. You did not raise any concerns with us within your 3-day right or during that initial month. Your account is closed, and there are no other charges.

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 21980069
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:07/05/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Absolute scam. Door to door services that include a poorly disclosed 12 month contract with a hidden $200 cancellation fee. The initial service took about 20 minutes and missed several wasp nests and did nothing to address our concerns. Very, very poor quality pest control service.Customer service, Chon, was clearly trained to try to keep customers and repeatedly tried to drop the pricing from $239 quarterly to $150 quarterly.Only after trying to cancel did I become aware that there was a hidden 12-month contract with a $200 cancellation fee.

  

  Business Response

  Date: 07/20/2024

  Hi ******, 
  
  I apologize for the late response. I want to let you know I am going to move forward with giving you a courtesy one-time fee waiver and get this $200 fee removed from your account. As of now, the balance on your account is $0. If there is anything else we can do for you, please do not hesitate to reach me here directly. I hope you have a wonderful weekend! 
  
  Thanks, 
  Allie

  Customer Answer

  Date: 07/22/2024

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

• Initial Complaint

  Date:06/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/16/24 Manager from EcoShield Pest Control came to the door selling us a pest control package. We didn't have any bug problems except a couple wasp nests. His sales pitch said he would give us a $200. discount with an annual contract for quarterly service. I kept asking if all I had to pay was $209. for the year and he said yes. Wasn't until I took a look at the contract he emailed me saying it's $209. per quarter plus a second initial treatment (30 days after the 1st treatment). This comes to an annual cost of $1,045.00 which is crazy!My fault not asking more questions or looking at the contract closer before signing but also shame on them.First treatment was done on 5/17/24. Person removed a wasp nest using their round brush broom. He pushed so hard he severely damaged the soffit in the corner.I've been calling the manager as well as the **************** for the last month both which give me no answers to what they are going to do to fix my house. They finally said they would send out a manager to access the damage. I had already sent pictures in and the first manager sent me his before picture so now we can see the before and after taken one day apart. The dent is in the shape of the round brush head and lifted and crushed the soffit. Now water or pests have easy access to the inside of the house. The person that came out said he can clearly see damage was done and had noted my account.Per manager's suggestion, 6/18 I followed up with **************** who said they would contact the local office. I was never placed through to the local office. She said she was told that a manager would call me within a day. No phone call ever received.I also cancelled my service on 6/18 since I didn't need it nor did I want to work with such a bad company. I had to pay $200 to cancel despite the fact they damaged my house.I'm out $618 and left with several hundreds of dollars worth of damage which can quickly escalate when rain or critters get inside.

  

  Business Response

  Date: 07/10/2024

  BBB ************** and Chicago,
  
  Thank you for bringing this issue to our attention. We spoke with the customer and have reached out to a local contractor to fix/replace the soffit that was damaged.

  Customer Answer

  Date: 07/18/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  I just received a message from BBB saying my case has been closed and considered to be answered.  The last response I received from you was on July 8th and wasn't aware you needed any additional information from me.
  The case should still be open.  After calling EcoShield yet again on July 15th nothing has been done on their end to rectify the situation.  I received an email from EcoShield yesterday saying they will be sending out a few contractors to obtain estimates on the damage. Until the process has started I'm not considering this case answered and/or closed.
  Can you please re-open this case?
  
  Thank you.
  
  ***********************
  #********

  

  Business Response

  Date: 07/18/2024

  Hi *****, 
  
  Thank you for responding with more information. It shows in your account a manager from your branch will be reaching out. I see yesterday an email was sent to you saying they are scheduling three estimates and you acknowledged. We are working as quickly as possible to get this taken care of. 
  
  Thank you, 

  Customer Answer

  Date: 07/25/2024

   
  Complaint: 21895590
  
  I am rejecting this response because:

  To this day nothing has been resolved.

  Second to the last correspondence was back on 7/15/24. I was told the general manager was working on contacting contractors as we spoke.

  Last correspondence was on 7/19/24.  I was told no contractors have been scheduled.

  A week later I still haven't received any notice that any contractors have been scheduled.

  Makes me believe no one is taking the responsibility of calling contractors. 

  Everyone protects the managers and owners by refusing to give out their number(s) and no manager has considered calling me directly.

  Disappointing and frustrating this has been going on for months.

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

• Initial Complaint

  Date:06/17/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Friday, 5/17, afternoon (after 5 PM) ****** from EcoShield Pest Solutions rang the doorbell. He was not wearing a wearing a blue solicitors vest from the Village of ******** and I understand they do not have a solicitation permit. We do have a Hinsdale No Solicitors (3-11-5-A) sticker displayed prominently on our front door.He was selling pest control services for an inclusive price of $179 covering inside, outside, garage, patio, backyard, etc. It turns out the cost was $179 per quarter (e.g., 4 X $179). I listened to the pitch and agreed to give their services a try, understanding that if we were not satisfied, we could cancel at any time.****** and his technician (*****) returned to the house later that evening. They did not treat the backyard or the garage as we had discussed. I texted ******. He responded, apologized, said they would return and complete the service. I followed up again on Sat., (5/25) and he said he would check with his scheduler and get back to me over the Holiday weekend to confirm when they would complete the work. I followed up again on Friday, 6/7.The first EcoShield service was two-part, the initial service and a 30 45-day follow-up. I had not heard anything by Thurs., 6/13 and called EcoShield, spoke with *** and then sent a confirming email that the initial service had not been completed and I had followed up several times. I asked to have our contract cancelled without additional charges and to send me a confirmation of the cancelation request.The next day (Fri., 6/14) I received a text from EcoShield (********) requesting that I call her. When I called, I was connected to another Rep and explained the situation. I was transferred to another Rep. ***** a long conversation, I was informed that there was a $200 early termination fee in the contract which applied even in my case, where they had not completed the service. I said I simply wanted to cancel our service contract and did not want to receive any charges from them.

  

  Business Response

  Date: 06/19/2024

  Dear BBB,

  This customer is a Geneva IL business location customer. Please transfer this complaint to that EcoShield location, so they can assist this customer with their concern. Thank you.

  

  Business Response

  Date: 06/26/2024

  BBB of Northern IL and Chicago,
  
  Thank you for bringing this situation to my attention. It is This is certainly not the type of service that we wish to provide our customers, especially our newest ones. We apologize for the miscommunication between our field associates and our local office and the pain that is caused in getting a follow-up service completed. I can certainly understand the desire to cancel service with a provider that does not respond, and I can assure all parties involved that this specific issue has been addressed on our end. I have also taken care of the outstanding $200 charge for the discount payback, the customer will not owe anything moving forward. 

  Customer Answer

  Date: 07/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I appreciate EcoShield canceling the $200 account cancelation invoice from 6/14/2024 since our initial service was never completed.

  Thank you very much.Have a nice 4th of July Holiday. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company uses third-party kids from out-of-state to come in for the summer and do door-to-door sales. They constantly knock on doors, including mine, which is clearly marked no soliciting. They solicit in town with no permit to solicit. I had a sales boy come by my house just before I pulled in the driveway. I ended up telling him to please not come back and please leave the neighborhood because we have no soliciting stickers and theyre breaking the rules plus they cant prove that they have a permit to be in the neighborhood at which point he became Verbally ridiculous at the very least and difficult and bothering other neighbors and making an obnoxious scene. I ended up contacting the police and they are currently as I write this looking for the salesman in the neighborhood. *** also contacted Eco *******, local branch and let them know about it to which they responded that they have had a few problems in the last few days with the sales guys. I also attempted to contact their corporate headquarters, but could only get a call center .

  

  Business Response

  Date: 06/17/2024

  BBB Northern IL and Chicago,
  
  Thank you for bringing this situation to our attention. This customer reached out to our local office as well. While we do not use 3rd party sales associates and strive to remain compliant with state and local soliciting laws, we certainly understand and respect people's right privacy or desire to not be solicited too. We have addressed this situation with the route manager and apologize for any inconvenience that is *** have caused.

• Initial Complaint

  Date:04/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I agreed to services by ********* and did not have a problem with the first applications. In December 2023, saw a charged on my card but had no notification of service, I was home all day of the alleged service. I checked my cameras and doorbell camera, No one from Ecosheild ever came to my property that day. It would have been Impossible to miss especially because dewebbing was part of the service charged that day and that clearly had not been done. I called to address it and they argued that it had been done and that I was lying. I asked the either service be completed or that they refund me and cancel and any future service due to fraud, that should not be charged for a service that was never performed. . I was told another department would need to contact me and would call me. I recieved a call several days later, the representative called me and said they would transfer me to the department, I was then put on hold for 10 min and eventually went back to an operator who told me I would have to call back,,,but they called me to put me on hold? So over the next several weeks I texted and emailed and called trying cancel or get a remedy to the service. Everytimf I got a hold of a live person I was put on hold and then told I would receive a call back. The same thing would happen where I would get the call back only to be transferred and placed on hold with some mythical department. If this company cant or wont do the service they are in violation of any contact they claim they have. I received a collection notice. So now again they commit fraud and continue to pursue me for payment for a service they did not complete.

  

  Business Response

  Date: 04/25/2024

  Dear BBB of Northern IL and Chicago,
  
  Thank you for bringing this customer's concerns to our attention. Upon receipt of the complaint, I conducted a thorough review of the account to ensure we address and resolve any issues effectively.
  
  According to our records, the customer was notified of the scheduled service on December 21, 2023, via text message on December 18, 2023. Our system confirms that this message was successfully delivered. On the day of service, our technician completed the exterior service as the customer was not home, which is noted in the work order. To further ensure accuracy, I have verified the *** data of the technicians vehicle, which confirms the technician was at the customers home during the scheduled service time.
  
  However, our review also indicates that the quality of the service provided did not meet our companys high standards. We attempted to address this by sending a manager to review the service with the customer and discuss the cancellation process, should she remain dissatisfied.
  
  While we strongly refute the accusation of fraud, we acknowledge that the service quality was not up to par. As a corrective measure, I have instructed our billing department to remove any outstanding balance and ensure the customer is not contacted by our collections team. We have sent an email to the customer confirming a $0 balance.
  
  We are committed to providing excellent service and regret any instance where we fall short. Thank you for your ongoing efforts, and please let us know if there is anything further we can do to assist in this matter.