Complaints

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

• Initial Complaint

  Date:10/02/2023

  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.

  Contracted for pest control service when sales rep rang my doorbell. He indicated the names of neighbors who also used the service (which I learned were fictitious). Signed a 2-year contract. Attempted to cancel after 1 year because services were ineffective. Was told that I would be charged a cancellation fee of $160. I don't object to pay for services rendered; however, the service provided did not eliminate my pest problem. Company offered to come out to retreat, but the treatment involved placing an insecticide soaked card on my floors. This did not work either. I feel that I should be able to cancel a contract if provider has not fulfilled their promises.

  

  Business Response

  Date: 10/18/2023

  Good day,

  I have reviewed the documents and see you signed a 24 month service with Ecoshield. I see we have completed 6 or 9 regular services for you. To answer your question about having issues, I see you had one extra service scheduled then rescheduled which was eventually cancelled. We do not show an on-going issue with anything on our system. With that if you are having an issue, we would be glad to come out and service the home at no charge under your service agreement. Otherwise, the agreement does state that it's 24 months and if you wish to cancel early, then there is an early cancel fee as noted on the agreement. 

  We would be happy to schedule the extra service if you want to let us know when you are available and what issue you are having. We wish to fulfill the agreement and ensure you are satisfied with our services. If you wish to discontinue all you have to do is pay for the early cancellation fee.

  I look forward to have an opportunity to come out and resolve any issues and fulfill taking care of your home.

  thanks,

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

• Initial Complaint

  Date:10/02/2023

  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.

  On 09/27/2023 I came home and seen a EcoShield employee spraying my neighbors house, so I asked him for a number and spoke with him because I wanted service to my home since my neighbor was getting it done. I didnt know at the time that the employee, *************************, had hit my van just 15minutes prior. After a few hours later, I noticed a dent in my van ***** bumper, as well as fluid on the ground under my van. I reviewed my cameras and found that an Eco Shield pickup truck had backed up and hit my van.I called the local company, spoke with ****** ********* ******************* (Owner), who gave me an email to prove that this happened, so I sent over video proof, a police report, and the drivers name, ******************************** called me after receiving the videos but didnt provide me with info for their insurance company or a direction as to a shop to go to, but I did tell him that I wont drive the van for a few days but Ill have to soon because Im a contractor. Obviously, it didnt matter because when I called today to see whats going on with the claim, ******, with a ***** voice, said that they are waiting on pictures from me of my van, like he has been inconvenienced from work or like Im a bother to him even though I sent three videos with the driver, the accident, and me getting a card from the driver for services without him telling me he hit my van 4-5 days ago.When I told ****** that I need the van today or that I need to speak with claims to get it over to a shop, he insisted on saying, Im not a mechanic or body shop so Im not sure what you should do, but we havent received pictures from you still..Now Im reaching out to BBB because I think that this is going to only get worst for me, even though Im inconvenienced by EcoShield employees and management

  

  Business Response

  Date: 10/03/2023

  Good morning,

  When this originally occured and you sent the video, we started the claim with our ********************** Everything is at the claim with the exception of the pictures of the bumper I asked you on Friday. You informed me that you would send in asap. This did not happen all weekend. On Monday morning, it was early when you called and ****** explained we needed the pictures of the bumper. You did send us, but informed us you would be taking your van to get checked out. As we are not the insurance company we can not give you permission at the branch level one way or the other. I will be calling within a few minutes to discuss your results with you and letting you know that the insurance will be updated with our conversation so they can assist you.

  thanks,

   

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

  Customer Answer

  Date: 10/08/2023

   
  Complaint: 20683712
  
  I am rejecting this response because I still havent spoke with the claims department or has even been told what insurance company Im dealing with. I have spoke with **** when he received the first of two estimates on the damages to be repaired but I havent spoke with anybody after that. 
  I emailed the 2nd estimate on the steering leak repair and Im waiting on a call or response to both estimates. I really hope that I could get this resolved soon. I wish that the employee never backed up into my van in the first place.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 10/18/2023

  Hi ********,

  We wanted to follow up on this, have you been reached out to regarding this?

• Initial Complaint

  Date:09/05/2023

  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.

  I engaged EcoShield for pest (rats and bugs) control within my house and on my property. After their first round of service my rat and bug problem worsened. When trying to contact the company either through email or text response to their texts to me, I was told to call their phone. After calling their phone line, I was passed through the automated system and several people. I was told that my contract would be canceled without penalty due to the service issues. Since then I have received repeated notices from their finance team. Upon each, I responded to the text or email or even called again. I had the same conversation and was told that it would be cancelled without penalty. Now, today, I have received a letter about being sent to collections. Their lack of service and communication is abhorent and to hold collections over my head for $200 on a service that was not delivered and I was told multiple times would not be charged is ridiculous and unfair business practice.

  

  Business Response

  Date: 09/21/2023

  BBB of Northern ** and Chicago,
  
  Thank you for bringing this matter to our attention. Upon thorough review of the customer's account, we have identified that the outstanding balance was credited on 9/11/23, resulting in a zero balance on the account. We sincerely apologize for any confusion or inconvenience that *** have arisen during this process.
  
  Please do not hesitate to reach out to us if you require any further information or assistance. We remain committed to providing the best service possible to our customers.

  Customer Answer

  Date: 09/25/2023

   
  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:08/24/2023

  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.

  We had a sales guy come to our house. Talk up how great this company is and ANY TIME you dont need service that you just call and say we dont need it. The first time they came out it was to take care of the wasps problem we had, never was resolved and spray the inside and outside of the house. They then came out A MONTH later for our service again. I was confused since it was suppose to be quarterly. We paid another $160 a month after we just paid $160. After that session my son become extremely congested and was having ****** noses. We went to the dr thinking he had a deviated septum, Dr. couldn't confirm since he is too young. We called to pause our service to try and figure out what was happening. The paused it for a month then proceeded to do services outsider without our consent. Another $160 charged to the card. We wanted the entire thing paused. They refused unless we got a written note from our Dr. ***** to cancel and were going to charge a 300$ fee. Fast forward to today where they were going to come out tomorrow for service and I needed it rescheduled because I'm working. Asked if we could do it next week. The girl was incredibly rude and said "your last service was done in April we will no longer change service for you, its part of our policy". Needless to say they wont change it and another $160 dollars for spraying outside around my house. They do not spray in the gutters where the bugs and bees are either unless you are outside telling them to like we did for our first time. The whole you can pause or skip a service anytime is a complete lie. When you "skip" a service its adds on to your contract of 12 months. You physically have to pay for ** amount of services its not based on the time frame like he explained. Total slimy ball of a company and sales guy. The customer service people are awful as well. I hope my review sheds light on this crappy place so you dont get caught where we have been either.

  

  Business Response

  Date: 08/25/2023

  Hello,

   

  I have attached your Service Agreement and your Checklist Reviews. Both these singed documents clearly show that the ***************** is billable. I am so sorry for the confusion. We created two documents to get rid of the confusion from customers but nonetheless, we cannot force our customers to read what they sign. We do send copies of all these documents to your email on file.

   

  Pest control isn't as one time fix. It's a constant barrier of treatment that needs to be preformed in order to control/prevent pests. If you push out too long, products break down and pests will enter. We can no longer warranty your home at that point. That is why it's our policy you can only push out a month max. 

  There is no documentation of your concern for our products with your son and doctor. I do apologize you feel like our service caused this. I can reassure you they did not. They are very mild and good to go once dry. Your sons condition is not related rest assured. 

  At this time, we have worked out exterior services for you due to your concern. 

   

  Thank you 

• Initial Complaint

  Date:08/02/2023

  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.

  This company called EcoShield Pest Control and also EcoPest Solutions, Offered guarented insect and rodent control for quarterly payments on $209. I paid a first payment and my porch and kitchen were sprayed. A follow up was to take place in a month.. Less than one month later, I was charged a second payment of $209. I received a (premature ) follow up payment , but no follow up service. I wrote and indicated that the payment was to be quarterly and I had not received additional service, I filed a dispute with ****, but they did not reslve the dispute.

  

  Business Response

  Date: 08/03/2023

  Hello,
  
  I am so sorry you feel this way. Upon further investigation into your account, we see that we rendered services on your property for your Egg Cycle appointment. I have attached numerous documents showing that you were told that the egg cycle will happen in ***** days and will be billable. I blocked out the call link, I can provide if needed, but we have a recorded call of this conversation stating this and you agreeing. We also sent you a follow up email that you clicked and read that stated this as well. Lastly, your Service Agreement that was sent to your email (you can see it was sent and opened by you as well) states that we will be going out a month later for $209.We make all our customers 100% aware of how we do business. So much in fact that we have 3 different safe guards to avoid any confusion.
  We do see notes from your tech that you wanted just the exterior done. Nothing about the interior. We can most definitely schedule a free appointment to come out and take care of the inside. At this time, services have been provided to our standards. We will not be issuing a refund, only a free service to do the interior. If you would like this, please call our local office at *************** x2.
  
  Thank you and have a great day!

• Initial Complaint

  Date:07/05/2023

  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.

  Salesman ****** ********/EcoShield knocked on my door 5/24/23 and sold me two applications of pest spray. I initially told him I didn't want to purchase as it was a quarterly contract. But he told me I could cancel after two applications. He did not tell me I would be charged $200 to cancel.After two applications, I had to scream at the customer service ************ to cancel my contract, as she tried every argument for me to keep my contract. I argued that the salesperson told me I didn't have to pay a cancel fee. She told me I would NOT be charged $200 to cancel. A few days later I was charged $200 to cancel. I called the phone number that ****** ******** gave me *************) when I purchased the service, but there is never any answer or machine.I would like to get a refund of the $200 cancel fee, which I paid so these crooks can get off my back, but I should not have to pay it.

  

  Business Response

  Date: 07/07/2023

  Hi Al,

  Thank you for contacting us and sharing your feedback. We have thoroughly reviewed the account notes and invoice associated with your concerns. Our investigation confirms that the payment was indeed submitted through your customer portal, and our team did not charge your card without your authorization. To provide clarity and transparency, we have attached the receipt of the payment for your reference and for the BBB's records.

• Initial Complaint

  Date:06/15/2023

  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.

  Last August, a sales rep for EcoShield came to our door and said they were offering a special for services since they were already in our neighborhood for other clients. The rep said they were a local company (which we now know is not true) that worked with many of our neighbors. During this conversation, there was no explanation of any of the terms of the contract. I certainly was never told it was a 2 year contract. They had me sign on a phone, which I couldn't clearly see. I called today to cancel services because we haven't seen any difference in pests since we started, so we determined it wasn't worth the cost. They told me I would have to pay the $150 "discount" offered initially, which was in fine print on the contract that was not clearly explained nor made visible. After reading other reviews, I am confident this company is scamming people. I agreed to pay the $150 because the customer service rep made me feel like there wasn't any other option but I believe I deserve a refund for that extra cost because they were purposely deceptive about it.

  

  Business Response

  Date: 06/20/2023

  BBB Chicago and N. ********
  
  Thank you for making us aware of this situation. While we are disappointed that the customer did not see the value in their service, we want to ensure them that we do everything we can to be upfront and honest about how we handle agreements. I have provided the initial service agreement as well as the Service Customer Review that is completed before the initial service is completed. At this time we will not be issuing any refunds as the customer signed off two different times that they were aware that the discount would need to be paid back if the initial terms were not met.

• Initial Complaint

  Date:06/02/2023

  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.

  Their service is an absolute farce. Theyve come out 4 times and I still have bugs EVERYWHERE. Their non-toxic solution is fake and I am actually looking at a spider on my wall as I write this. To make matters worse, Ive already paid the business $1,200 and theyre trying to come after me for an additional $300 to cancel. This is fraud, and no person should ever use this service. Buyer beware! I demand they waive the $300 cancelation fee as this service is 100% fraud.

  

  Business Response

  Date: 06/05/2023

  Hello,
  
  Thank you for reaching out! I am so very sorry that you are still having activity. Pest control isnt absolute. Our main goal is to reduce population. I noticed that you havent had the interior of your home treated in quite awhile and I also noticed that you are due with for service. Most products out there only last 2-3 months and degrade with time. This is right about the time you will need your next ****************** Especially with the rise of temperature and humidity with the Summer ******* We would love to issue you a free service to help resolve any issues. Looks like you have only opted for that once so far. If you would like this please respond or feel free to reach out to our office. To date we have only charged you $800 for your service not $1200. Cancel fee on top of that would be $1,100.  As of now, your account has been settled and is closed.
  
  Thank you so much, 

  Customer Answer

  Date: 06/05/2023

   
  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:05/16/2023

  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.

  I moved from ** in Feb 2023. I called ecoshield to inform them that I was no longer living there and to please transfer the service to my new home. They then informed me that they do not service in MA and they would cancel the contract which was simple enoug...which I thought. The new owners of the house called me and stated that a company called Ecoshield continued to show up at the house and try to spray. They continue to ask politely to leave, but they keep coming back to spray or sell. They really want this company to stop contacting them. I said I would call them to ask them to stop. When I called they informed me that I still owe money -- but told me the contract was cancelled. They have never sent me emails or tried to contact me. They never even sent me a copy of the "contract" which they say I signed. They also state that I had a service on March 3rd, but I was already moved. I asked for them to send me a picture of the initials stating that the service was done. I always initialed the guys machine when they came, but they said I didn't initial it and never do. But I always do as they always asked for permission. This whole company is the biggest scam EVER.

  

  Business Response

  Date: 05/18/2023

  Hi,
  
  I am so sorry we left you feeling this way. After further investigation into your account, we see that we serviced your home on 3/3/23. Our tech spoke with the homeowner at time of service.That person granted him access to the home to treat. We had no communication of a move until that actual appointment. He called the office and said that you wanted to cancel after the service he just provided due to you moving in a month.
  We did cancel your subscription at that time per your request on the phone. We also spoke to you about your agreement.We let you know that we dont service where you are moving to and that we will remove the cancel fee if you provide proof of the move. We let you know since we did render services on 3/3/23 that we could not refund you the fee for that. You did willingly accept service. That amount is still past due and will go to collections very soon if payment is not made. Same goes for the cancel fee if we do not get that proof.

   

  Attached is documentations of ** reaching out to contact you and the interaction with our tech and the office. 
  We have not heard from you since we discussed that on 3/6.
  
  We have reached out via email, phone call, mail, and text 4 times since then to close this matter. If you just provide proof of your move by these items below, we can certainly waive this fee.
  
  1)Bills or financial statements that show a change of address or newly started services at your new address, including: 
  Mail from a financial institution or a bank statement. 
  An internet, cable, phone, or other public utility (like gas or water) bill or service communication. This should show the date that your new utilities or services started. 
  2) **** ************** change of address confirmation letter that includes the mail forwarding date and the address the mail will be forwarded to. 
  3) Mortgage or rental document for your new address, including: 
  A mortgage deed that says the owner uses the property as a primary residence. 
  A rental or lease agreement that shows a start date at your new address. 
  4) A letter from a government organization, on official letterhead or stationery, that shows a change of address to your new address, including: 
  A Social Security statement. 
  A notice from SNAP (food stamps) or TANF (cash assistance) agency. 
  Mail from the ********** of ***** Vehicles (DMV). 
  Mail from the ************************ (IRS). 
  Mail from the Low ****************** Assistance Program (LIHEAP). 
  A voter registration card. 
  5) A letter from an insurance company, like a homeowners or renters policy statement, that includes your policy start date at your new address. This should be on official letterhead or stationery. 
  
  
  Feel free to send this info over to ******************************************** with your account number *******.
  
  Thank you for your business!And congrats on the move.

  
  

• Initial Complaint

  Date:05/02/2023

  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.

  In December I called the customer service line for ********************** to request a cancellation of my services. The representative told me I couldnt cancel in December as I would have had to pay an additional fee. What was ultimately agreed to was that I would finish out a year of services which included my Jan 2023 spray and ***** 2023 spray. The representative and I came to an agreement that both the Jan and ***** services would be 50% off ($67/spray). After the ***** spray, I saw that I was billed for the full amount of $135 which is not what was agreed to. I called in mid-***** and was told that only 1 50% discount was noted in the file (which is not what was agreed to). I spoke with the representative in mid-***** and he told me I would be getting a refund. I have been checking my account and no refund was processed. I called customer service and was told no refund would be given since only 1 discount was noted in my file. I feel lied yo and defrauded. Not to mention Ive called 4 times and have been told something different each time Ive called. All I want is my $65 refund.

  

  Business Response

  Date: 05/03/2023

  Good morning,

  I first want to thank you for being an Ecoshield Customer. I wanted to attach the exact notes from the conversation in December 2022. Your service was originally due in December during this conversation, you agreed to take the **************** in January and then your ************* as regularly scheduled. In the attached notes, the 50% off service was for the *************** and that was applied through a coupon, but should have been against the $159 rate and not the discounted $135 rate. The second part was to continue service with a 15% discount to your original service price. That then reduced your service from $159 to $135 approximately. As you can see there is no mention of the 2nd service being reduced 50%. 

  Ecoshield did follow through on the agreed December conversation and therefore no compensation is required. 

  Regards,

   

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

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 19982871
  
  I am rejecting this response because: per my conversation with a representative in March. He said his files did show the agreed upon 50% off for ******* and 50% off for March and that a refund would be processed. Ive called the customer service line several times and Ive been told different things by different representatives. At this point I just want my $65 dollars back that I was overcharged. I was trying to cancel when I called in December and in order to sell me 2 more services the representative offered me the 2 discounts. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 05/05/2023

  Good morning,

  I understand your point of view, but the company notes from your conversation is clear. Therefore, we will not be changing our position on the agreement from you and our call center back December. 

  Regards,

  Mark

  Customer Answer

  Date: 05/05/2023

   
  Complaint: 19982871
  
  I am rejecting this response because: Im confused why the notes from December differ from those in March and why its okay with you as a business to lie to your customers saying they are getting their money back. In any event if you feel this strongly about not returning the $65 I was overcharged then I will be sure to let all of the sites I can leave reviews on about how horrible this business is. Its sad that it had to come to this and so much time has been wasted on both ends, but I need to make sure to protect future customers from going through what I have with you.
  
  Sincerely,
  
  ***********************