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:09/10/2024

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The issue has not been resolved. The business is requesting extra time on this complaint. I will update when further information is received.
  
  
  
  Sincerely,
  
  
  
  ******* ****

  Business Response

  Date: 10/01/2024

  Dear BBB,

  We are currently reviewing the details of the complaint submitted against us. In order to thoroughly investigate and provide a comprehensive response, we kindly request a 7-day extension to finalize our review.
  
  Thank you for your understanding and consideration.

  Business Response

  Date: 10/03/2024

  Hi Gerry, 
  
  Thank you for your patience through this situation. I have contacted a manager again to get this resolved as soon as possible. One should be reaching out to you within the business day. 
  
  Best, 

• Initial Complaint

  Date:09/06/2024

  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 received a call from ***** ******* last week—Wednesday.
  ** ******* didn’t explain the how or why—just that the company would waive and cancel fees and contract. ******* also said I should receive that refund via the Credit Card company.
  Then, he suggested someone from ecoshield will contact us to —at no charge —to use the proper treatment for the drain fly issue. 

  ly realized we had been mislead about what this treatment could do for us.
  
  We do not believe we can trust this company to come into our home. They did not deliver what they advertissed. No one has yet to respond to our initial issue that the service was not working. And, billing along iwth the false advertisement/promises are merely documenting their "files" to show they have "reached" out -- When nothing could be further from the truth.
  
  At the time of the "pitch" and convincing us to sign the online contract while the person who would do the application was on standby in the neighborhood consitutes a faire amount of pressure and no time to consider their offer. I refused to rate their service immediately as I had no idea how effective it would be. I hoped. But it did not. Their promise to return if it didn't was a lie.

  Business Response

  Date: 09/30/2024

  Dear *******

  Thank you for bringing this to our attention. We would like to clarify that your three-day right to cancel would have been honored, regardless of whether the initial service was completed or not. However, we did not receive any cancellation request within that three-day window.
  
  Our records show that all proper sign-up procedures were followed, and a copy of your agreement was sent to the email address on file for your review. While we did not receive a timely request to cancel, as an act of goodwill, we will waive the balance on your account and consider it closed.
  
  Please let us know if you have any further questions.

  Business Response

  Date: 10/14/2024

  Hi *******

  Thank you for your follow-up. I want to clarify a few points regarding your recent conversation with *** *******.
  
  We are indeed processing a refund for the service as discussed. However, it appears we do not have a credit card on file to complete this transaction. You had mentioned you were going out of town, so we were awaiting your call with updated payment details. Once we receive this, the refund can be finalized through your credit card provider.
  
  As for the drain fly issue, our team came out for the follow-up service on 10/11/24. If any additional treatments are needed, we are happy to coordinate further services.
  
  Feel free to contact us when you're ready to proceed with the refund process or if you need further assistance.

  Customer Answer

  Date: 10/15/2024

  I was contacted by *** *******. It was he who offered three things in this phone call. 
  1. cancellation of the contract. I was not offered a three day right of recitation as the corporate reply tries to make it out. But I am pleased to hear that Ecoshield has cancelled the contract. Still awaiting  verification of said cancellation. Proof please. apologies appreciated. 
  2. I did not ask for a follow up service. ** ******* offered stating that in fact ecoshield does have a treatment for the issue I stated I had back in May. AND, As a goodwill gesture for all our troubles with the communication on this ordeal, the company would like to do this service for us free of charge. I did not agree to it, I didn’t receive a follow up call to schedule this service appointment—rather, a nice young man appeared with NO NOTICE. PUTTING US ON THE SPOT.  I didn’t agree to anything. Allowed him on your property to apply the treatment to the garage bathroom sink. Didn’t really feel comfortable with this situation. But it is done. I should say thank you.  
  3. The refund of the ineffective “initial” treatment can be credited / refunded back to the original credit card on file. It ends with ****. I have this information provided by ***** ******** **** ** *****. Still awaiting the refund. However it comes. Back to credit card OR check in the mail? But that’s NOT what we requested. How do I know this check is really in the mail? When? And will it be a good check when I try to cash it?  
  

  thank you 

• Initial Complaint

  Date:06/18/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sales rep came to our door on 5/7/24 and told us the 1 year contract was $189 plus tax starting this past May. No problem. Was charged again on 6/12/24 for the same price. The sales rep lied to us and apparently, it's a quarterly charge. Mind you, there was no "miscommunication". He flat out lied to us. When I call for a refund, they were extremely rude and refused even though their sales rep gave misinformation and was deceitful. I asked to be transferred to another supervisor and the rep on the phone stated "Nope, this is the end of the line for you" and then sat in silence on the phone until I finally had to just hang up. This is the most disgusting display of a business I have even been involved with. No customer service skills, liars and it's not even a good product/coverage. We never signed a contract as they've stated to me on the phone. All he gave us was a pamphlet on the services that would be provided, nothing with cost listed. And now they are trying to charge us $160 for a cancellation fee.

  Business Response

  Date: 07/09/2024

  Dear ******,

  I would like to express my sincere apologies for the negative experience you had with our service and the misunderstanding regarding the contract terms. I am also deeply sorry for the way your call was handled when you reached out for a refund. The behavior you described is unacceptable and not reflective of the standards we uphold at EcoShield. I have escalated this matter to our customer service management team to address the issue and ensure it does not happen again.
  
  Regarding the charges, I am pleased to inform you that a refund of $202.23 was processed on June 21, 2024. This should be reflected in your account shortly. As for the annual commitment discount payback, this fee is applied when a customer cancels their service before the completion of the agreed term, which helps offset the initial discount provided. However, I understand the circumstances and have waived the invoice.

  Should you have any further questions or require additional assistance, please do not hesitate to contact me directly. I am committed to resolving this matter to your satisfaction.
  
  Thank you for bringing this to our attention, and I hope we can restore your trust in EcoShield.

• Initial Complaint

  Date:06/08/2024

  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 paid upfront for seasonal service for the entire year. My husband was home when Eco Shield came by and paid via cc another fee not understanding we already paid up front. EcoShield has withdrawn , disguised, and or recalled any emails or communications prior to this date. I have no way to look up our previous agreement or emails/communications. It’s as though they did not exist until last month.

  Business Response

  Date: 06/13/2024

  Dear **
  
  We have thoroughly reviewed your account and found that we have only received payments for the initial service and the second service visit, which match the pricing outlined in the Service Agreement. If your bank statements show any discrepancies, please provide a screenshot of the charges so our billing department can review them.
  
  Attached are the Service Agreement and the Invoice Summary of your account for your reference.
  
  If you have any further questions or need assistance, please let us know.

• Initial Complaint

  Date:05/09/2024

  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.

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The only reason I signed up for services was for wasp control. Your sales rep lied on more than one occasion about what I was agreeing to. I didn't even get to see the full contract until after it was signed. Your rep made sure I only ever saw the signature box and nothing else. Since I trusted his word that all I was agreeing to was two visits at 170 for wasp treatment I saw no reason to sign. It's good to know that your company likes to take advantage of elderly widows.
  
  
  
  Sincerely,
  
  
  
  ******* *********e was done on 4/25.

  Business Response

  Date: 05/15/2024

  BBB,
  
  Thank you for giving us the opportunity to address this customer concern. After reviewing our records, we found that the customer reviewed, signed, and received a copy of their Quarterly Service Subscription plan. The agreement details the amount of services, pricing, and duration. We have confirmed that the customer received the copy and accessed it six times. The current balance of $151 on the account is the annual commitment discount payback for canceling the agreement prematurely.

  Business Response

  Date: 05/25/2024

  Hi ********
  
  Thank you for reaching out to us. We have verified the product usage report and confirmed that a service was completed on 4/25/24.
  
  After reviewing the photos you attached, we would like to clarify that wasp control is not included in the services you initially signed up for. However, we understand the importance of maintaining a pest-free environment.
  
  If you experience ant activity between scheduled treatments, our guarantee offers free touch-up appointments. Unfortunately, due to the early cancellation of your service, these touch-ups are no longer available.
  
  However, we are happy to offer a credit of $151 to your account if you choose to reinstate your services. Upon reactivation, we can promptly schedule a free touch-up service to address the ant activity.
  
  We appreciate your understanding and are here to assist you with any further questions or concerns.

• Initial Complaint

  Date:04/09/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I am attaching the same texts with clear date and time on top of screen shot 1. The texts are the same ones I submitted twice already. I can't submit a video of your contracted sales people because it's too long but I also have a video of him coming back trying to sell me your service later the next day. Somehow he didn't remember me had to remind him and he offered to reimburse me which of course never did. This has become a headache for me now I will submit the texts you are asking for again but I think that is enough of my time dealing with your company. 
  
  
  
  Sincerely,
  
  
  
  ******* ****do that again. This business has multiple complaints and they all seem to show a trend of deception. I even saw ******* videos of other customers reporting their situation to news outlets. All I want is for my Credit card to be refunded and never have to deal with them again. I hope that what they sprayed in my home is actually safe.

  Business Response

  Date: 04/18/2024

  Hi ********

  I want to confirm that the initial service was completed in accordance with the terms outlined in the Quarterly Service Agreement, which you reviewed and signed. Additionally, your subscription to the Quarterly plan was validated through our 2-step verification process via text.
  
  Please find a copy of the verification text below for your reference. Based on these findings, we are unable to process a refund at this time. However, please note that your account has now been closed.

  Here are 3 things to know about your service plan:
  
  1. You signed up for QUARTERLY treatments. The schedule, pricing, and length of your Service Plan are listed on your agreement, which has been provided to you via your email on file.
  
  2. If you need to cancel your agreement, we only ask that you pay back the annual commitment discount that you received on your Initial Service.
  
  3. Your Egg Cycle Service will occur 30-45 days after your Initial Service. This treatment is billable, and marks the start of your 100% guarantee. If any of the pests on your agreement bug you between treatments, let us know, and we will come out for a complimentary Touch Up service.
  
  

  Business Response

  Date: 05/16/2024

  BBB,

  We asked the consumer for a screenshot of the date and time of the text messages as it is relevant and important in order to provide a fair and accurate resolution. The consumer declined providing that information.