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:05/02/2025

  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 door to door solicitation lied to me about an ant infestation in my neighborhood. The sales person said that I should sign a contract immediately in order for them to treat my house and that he was on foot because they have so many customers in my neighborhood he was trying to get ahead of the problem. Completely false. Aggressive.

  Business Response

  Date: 05/05/2025

  Dear *********,
  
  Thank you for taking the time to share your concerns. We sincerely regret that your experience with our door-to-door representative did not meet your expectations. We take feedback like yours very seriously and are committed to ensuring that our sales practices reflect professionalism and integrity at all times.
  
  EcoShield Pest Solutions trains its representatives to provide information about our services and discuss potential concerns in the area in a manner that is transparent and respectful. While our representatives may discuss general pest trends in a neighborhood, they are expected to avoid making any guarantees or unfounded statements about specific infestations at a non-customer's property. We are disappointed to hear that you felt the approach was aggressive, and we are actively reviewing this situation internally to ensure adherence to our policies moving forward.
  
  We appreciate your bringing this to our attention and will use your feedback as an opportunity for further coaching and reinforcement with our team. 

• Initial Complaint

  Date:04/28/2025

  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.

  I am extremely disappointed after investing two years of my time with this company. Now that I wish to cancel my services, I am being passed around to representatives who refuse to accept my decision and insist that I must complete a contract I was never aware of when I signed up. On top of that, they are demanding a $150 cancellation fee, which is absurdespecially considering that a class action lawsuit has already been filed against them for this very fee, which was never outlined in the document I signed. That agreement explicitly states that I have the right to cancel, with no mention of any fee. I should be able to cancel my services without being pressured or charged unfairly, and the company should honor my decision.

  Business Response

  Date: 05/07/2025

  Hi *****, 
  
  Thank you for reaching out with your concerns. I want to sincerely apologize for any possible miscommunication during the time of sign-up. For situations like these where information can be quickly ran through or mistakenly missed, we send out a welcome to the family text highlighting the three most important details of our contract, which lists the type of contract you are on, the billable cycles, and the cancellation process which states if you decide to term your contract, you are responsible for paying back the discount given to you at the time of service. All of this information was sent in a text which was acknowledged and agreed to when you responded  "Yes" to that message. 
  
  Given the situation, I am truly empathetic and want to part ways in good standing. With this being said, I am going to do a one time courtesy waive for your remaining balance on the account as an act in good faith. I hope this helps and you are able to find the treatment that is most helpful for your home. 
  
  Best, 

  Customer Answer

  Date: 05/07/2025

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *************************************************************************************************************.
  
  Regards,
  
  ***** *****
  
  
  
  

• Initial Complaint

  Date:04/14/2025

  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.

  We are experiencing trouble with service appointments not being honored nor informing us of a delay for the service. We have tried calling their customer care service number and are continuously put on hold for lengthy periods of time. We have asked to talk to a manager without any luck. All they want to do is to have a manager call us back. The customer service representative wants to keep verifying our contact information and service address even when they call us. It also appears that the representatives that we talk to sound the same yet the names change.

  Business Response

  Date: 04/15/2025

  Hi *****,
  
  Thank you for reaching out and sharing your experience. We sincerely apologize for the inconvenience and understand how frustrating it can be when appointments are not clearly communicated or timely.
  
  Our standard process includes sending an appointment reminder the day before each visit to help avoid surprises and allow for rescheduling if necessary. We're reviewing your account to ensure this process is being followed consistently moving forward.
  
  Regarding your experience with our customer service team, please know that verifying contact and service details is a required step to protect your privacy and ensure accurate account handling. However, we recognize how this can feel repetitive, especially during ongoing conversations, and we appreciate your patience.
  
  We did note that a termite visit was completed on April 14, 2025. At this time, wed appreciate knowing what resolution youre seeking so we can best assist you.
  

  Customer Answer

  Date: 04/15/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]

  I waited at my residence for two days. The first day, no one showed up or called us to explain an issue. The second day, we did have a technician show up late in the afternoon and provide the required service. The gentlemen was courteous and polite.

  Our issue is on the notification, provide a time-frame for the intended service or call us to keep us up-to-date on any issues. The biggest problem dealt with trying to speak to a manager and being informed that no one was available. We requested a call-back and that did not happen. The customer service could be much better.
  
  Regards,
  
  ***** ******
  
  
  
  

  
  

  Business Response

  Date: 04/17/2025

  Hi *****,
  Thank you for taking the time to share your experience. We sincerely apologize for the frustration this may have caused.
  We understand how important clear and timely communication is, especially on the day of service. While we do send reminders via email, SMS, and voicemail the day prior to your appointment, were happy to note your preference for a 30-minute call ahead or an update in the event of any delay. Just let us know which youd prefer and well make sure its added to your account.
  We also regret any difficulty you experienced in reaching a manager. During peak seasons, there can be a higher volume of requests, but we agree this should not prevent you from receiving timely support. If theres anything youd like addressed directly, were here to help and ensure your concerns are communicated.
  We appreciate your kind words about the technicians professionalism feedback like that helps guide our teams efforts.
  Thank you again for your patience and for giving us the opportunity to improve your experience.

  Customer Answer

  Date: 04/17/2025

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *************************************************************************************************************.
  
  Regards,
  
  ***** ******
  
  
  
  

• Initial Complaint

  Date:01/24/2025

  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.

  The corporate office is:

  ********************
  Suite 106
  Gilbert, AZ 85297

  The local office is:

  *****************, Richmond, VA 23228

  The phone number is ************** for their customer service line.

   

  The customer service though is not local based.

  Customer Answer

  Date: 01/24/2025

  Previously, a customer service associate lowered the cost for us due to feeling that the pest control was not working and we wanted to cancel. We accepted but we were charged full price for our quarterly service. I called after and spoke to someone, they gave us a credit for our next quarterly service with the amount we paid and lowered our cost again.This previous time, which was the credited one, I contacted customer service as financially we are in a tough spot due to being paid once a month and had some unexpected expenses. I was going to see if I could push back my service to the beginning of February when we get paid, however, the customer service representative insisted that I should still get my service due to keeping the effectiveness of the product. He said that he could push the charge back to February for me. I agreed as we get paid at the last day of the month and that would be helpful for us. After the service, we DID get charged with the credited amount and new rate, but we were charged despite being told we were going to get charged in February.I'm completely at my wits end with EcoShield. Not only are we feeling like its not effective, but we are consistently having errors with effective customer service and being told one thing and another happens. It is absolutely ridiculous and disgusting that the company tricks people to signing a contract by going door to door and they do not effectively specify that you have to keep service for a period or pay a fee to cancel ($200), especially with the errors I have experienced.After being able to get in touch with someone again today, they could only offer a refund per their supervisor that would take 7-14 days to credit. By the time that happened, it would be following my paycheck and I would owe it back less than a week later. So, pointless. The lady I spoke to today was sweet and doing her job, but otherwise could only offer me $10 off my next service following multiple mistakes by the business.

  Business Response

  Date: 01/28/2025

  Hi ******, 
  
  Thank you for reaching out with your concerns. I want to sincerely apologize for any possible miscommunication during the time of sign-up. For situations like these where information can be quickly ran through or mistakenly missed, we send out a welcome to the family text highlighting the three most important details of our contract, which lists the type of contract you are on, the billable cycles, and the cancellation process which states if you decide to term your contract, you are responsible for paying back the discount given to you at the time of service. All of this information was sent in a text which was acknowledged and agreed to when you responded  "Yes" to that message. 
  
  Given the situation, I am truly empathetic and want to part ways in good standing. With this being said, I am going to do a one time courtesy waive for your remaining balance on the account and am closing your account as an act in good faith. I hope this helps and you are able to find the treatment that is most helpful for your home. 
  
  Best, 

  Customer Answer

  Date: 01/28/2025

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *************************************************************************************************************.
  
  Regards,
  
  ****** ******
  
  
  
  

• Initial Complaint

  Date:11/26/2024

  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.

  A salesman from EcoShield offered me a one day only / special price for an EcoShield treatment that would easily eliminate the spider webs that plague my front porch. He explained all about the cycles of pests like spiders and roaches, etc. but I never understood that I was signing a binding contract that apparently obligated me for a full 12 months of treatments. The first service visit came within days of my new agreement and included a fairly thorough sweep of all the existing cobwebs, etc. on my front porch, as well as an incomplete treatment around the outside of the house. Within a week or so, however, the spider webs reappeared. When I complained, I was assured that an additional treatment would cover the egg cycle of a long list of pests, including those pesky spiders. The second treatment brought me a much better serviceman much more thorough and conscientious. When I complained about the recurring spider webs, he reassured me that this second treatment would be taking care of all that. But within another week or so, the spider webs had reappeared along with pests like the two roaches I had NEVER seen in my home before.When I called in to cancel my service for complete failure to live up to any of their promises, I was told that my contract bound me to full payment of all outstanding amounts. I explained that I would pay the $179 for the second treatment I received, but that I didnt think I should be obligated to cover the ensuing treatments I was canceling. They insisted I still owed, even after I explained that I was unaware I was signing a binding contract when I first agreed to service.I paid for that second treatment, but EcoShield continues to demand that I pay them $196. They claim that this is a discounted payback for the remaining term of the contract but I dont think I should have to pay them anything at all, since I was unaware that my signature bound me to a 12-month contract that I never even received a copy of.

  Business Response

  Date: 11/27/2024

  Hi there, 
  
  Thank you for bringing this to our attention. I want to sincerely apologize for the experience you have had. I would love to help you get this sorted however I need the address, phone number, or email on file to get this completed. Please reject this response and give the information above and I will resolve this. 
  
  Best, 

  Customer Answer

  Date: 11/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. They have offered no solution at least not yet claiming that they need more detailed information from me.
  
  I will be happy to provide them with that info, but am not sure how to properly do that within the confines of this complaint. So I REJECTED their response rather than accept it, since there has been zero resolution as of yet.

  Here is the info they requested:

  Location: Richmond, VA  |  Account: *******   |  Desired resolution: Stop trying to charge me an additional $196 to close a contract I never knowingly signed

  If you could please relay this information to EcoShield so they can proceed, I would appreciate it.
  

  Regards,
  
  ** ********
  

  Customer Answer

  Date: 12/06/2024

  Here is the requested information. (I would only point out that this is readily available to EcoShield via the account number I gave them.)

  Address: ********************************************************************

  Email: *****************************

  Phone: ************ |  ************ (cell)

  Business Response

  Date: 12/10/2024

  Hi there, 
  
  I need your home address or the information on your account to assist you further with your complaint. Please respond with your information and I will get this resolved for you! 
  
  Best, 
  

  Customer Answer

  Date: 12/11/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and they continue to ask for more information. This time it is my home address even though I ALREADY PROVIDED THAT in my last response (not to mention that all my relevant info is also attached to the account number I gave them way back in the beginning).
  
  I dont know if they are simply stupid or not dealing with this process in good faith.
  
  FOR THE LAST TIME, HERE IS ALL OF MY INFORMATION:

  EcoShield Account number: *******

  Name: KE (*****) ********

  Address: **************************************

  Phone: ************ (cell)
  
  

  If this doesnt take care of it, I dont know what will

  Thank you,
  ** ********
  
  
  
  
  

  Business Response

  Date: 12/12/2024

  Hi there, 
  
  Thank you for reaching out with your concerns. I want to sincerely apologize for any possible miscommunication during the time of sign-up. For situations like these where information can be quickly ran through or mistakenly missed, we send out a welcome to the family text highlighting the three most important details of our contract, which lists the type of contract you are on, the billable cycles, and the cancellation process which states if you decide to term your contract, you are responsible for paying back the discount given to you at the time of service. All of this information was sent in a text which was acknowledged and agreed to when you responded  "Yes" to that message. 
  
  Given the situation, I am truly empathetic and want to part ways in good standing. With this being said, I am going to do a one time courtesy waive for your remaining balance on the account as an act in good faith. I hope this helps and you are able to find the treatment that is most helpful for your home. 
  
  Best, 

  Customer Answer

  Date: 12/12/2024

  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will be checking my account daily at ********************** to verify that the final balance owed has been removed and that I no longer am on their books as owing them anything. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *************************************************************************************************************.
  
  Regards,
  
  ** ********
  
  
  
  

• Initial Complaint

  Date:11/20/2024

  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.

  I cancelled with this company back in June/July. And they spent an hour talking me out of it, routing me through various hoops to ensure I came back. Even when I informed them I'd lost my job and needed to stop paying for service. No matter what I did they would not cancel my account, in the end they agreed to drop it to an 18 month contract and waive the reminder of services for 90 dollars. I agreed to this and though it was ********* forward to 11/20/2024 and found out that when I said "Yes" to an email/text confirming that I was expecting service this was all they needed to reactivate my account, or claim it had never been canceled. The service tech showed me where they had sent me a second contract to sign and restart my ************* into the office because a text message said if I wanted to cancel this appointment would cost 211, I stated I'd cancelled the account, and they had trouble finding my account stating it must be under another number.Finally they find me and transfer me to trouble solutions where they attempt to gaslight me into saying that my account had never been cancelled and that any further services would start a new contract.This is deeply scammy/scummy behavior and they should be held accountable for underhanded tricks like this to get people to continue service with them.

  Business Response

  Date: 11/20/2024

  Hi there, 
  
  Thank you for bringing this to my attention. 
  
  I want to sincerely apologize for this and assure you your account is closed with no further fees. If there is anything else I can do for you, please let me know. 

• Initial Complaint

  Date:10/22/2024

  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.

  I was sold a service contract and was told I could cancel without penalty. I called Echoshield on July 12, 2024 to cancel and was asked to give them another chance at a discounted rate. The service was not satisfactory and there were still issues. I contacted ********** again today to request cancellation and the representative would not cancel the service without a charge. I once again reviewed the original sales offer to be able to cancel if I was not satisfied. The company wants me to use them two more times and pay for an unsatisfactory service. SCAM!!!!

  Business Response

  Date: 10/29/2024

  Dear ****** ********,
  
  Thank you for bringing your concerns to our attention. Upon reviewing our records, we confirm that your service agreement was completed, and your account was officially closed on October 24, 2024, with no outstanding charges.
  
  If you have any documentation supporting your concerns or reasoning for submitting a negative BBB complaint, please provide it for our further review. We are committed to addressing any misunderstandings and ensuring clarity regarding your experience.

• Initial Complaint

  Date:09/05/2024

  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 was offered a service by a representative in June saying they will take care of all the bugs inside and outside. I told him I only need to take care of roaches and he told me it will be covered with 100% guarantee and he told me I will be charged $189 for the whole quarter, he told me they will come twice and that will be it. They came the first time and did inside and out side and told me they will come the second time and do it again to kill the remaining.When they came back in july the person did only outside and did not do inside of the house for roaches. On top of that they charged me again $189.I called and complained about it and they told me I will get charged twice which was not conveyed by the representative.They did not refund me but sent me a technician the third time and when he came he told me my roaches are different and will cost extra. So I called again and cancelled but they did not give me any refund even though I was promised that they will take care of the roaches the first time. This is absolutely the worst and I do not want anyone else to fall victim to their scheme and hopefully get my refund.

  Business Response

  Date: 09/14/2024

  BBB,

  Please transfer this complaint to the Sterling VA EcoShield business location as this is not a Richmond VA customer.

• Initial Complaint

  Date:08/19/2024

  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.

  Ecoshield stated that my contract would be fulfilled after my appointment on 4/16/24. I have a receipt for that visit. I received a notification for another service scheduled for 6/12/24 and I stated that I was cancelling since my contract was fulfilled. I was charged a fee for canceling early. I asked for a refund and was ignored. I submitted a case with my credit card, who found I was wrongfully charged and reversed the charges. Ecoshield then billed my account with the threat of sending it to collections. I am now being forced to pay to protect my credit score. I have asked for a contact for my attorney to speak with many times and never received an answer. My attorney has reached out multiple times and has not received an answer.

  Business Response

  Date: 09/01/2024

  Dear ****,
  
  We have received the submitted complaint and are currently reviewing the details to ensure a thorough and accurate response. To provide the most comprehensive resolution possible, we kindly request an additional seven days to complete our investigation.
  
  We appreciate your understanding and will provide our formal response within this extended timeframe.
  
  Thank you for your cooperation.

  Customer Answer

  Date: 09/01/2024

  Better Business Bureau:
  
  After I created my case, I called Ecoshield the following day. I was not provided with any answers in regard to why they felt the had any right to charge me after my contract was over, why my emails were ignored, or why my attorney's multiple calls were not returned. Fortunately, I was finally told that they would waive the unwarranted charges to my account. I have attached the written confirmation. I am optimistic that this is the end of the issue. Assuming the previous threats that the charge would be sent to collections never materializes, I am happy to let the issue rest. 

  Thanks for your help with this case. I would imagine it had something to do with this matter getting finally resolved. 

  Regards,
  
  *****************************
  
  
  
  

  
  

• Initial Complaint

  Date:08/19/2024

  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.

  Signed an agreement with Ecoshield on Tuesday, 05/28/2024. The salesman was soliciting in an neighborhood mark as "No Soliciting". The *** said they would treat my property twice one month apart as initial treatment, then bi-monthly treatments for a special discounted price of $179, which was about $20 less than any price on his printed price list. He said my neighbors used Ecoshield service and were very happy. He promised that the first two treatments would "flush out" the bugs from my foundation and yard. He also asked to call him directly if I had any concerns rather than call the office. Despite some reservations I agreed to the service including a $221 cancellation clause.I was not impressed with the two services I received. Technically I suppose they performed the service for the foundation and spider web treatments, but the treatment that was suppose to "flush" the year was one pass around the house with a hand spreader that held about half gallon worth of pellets. It only took ***** minutes for the whole treatment so I did not think it was really worth $179 to spread $25 worth of chemicals (I was doing it myself previousl).I looked up the company on the BBB website and saw that other folks had similar experiences so I decided to cancel the contract when the next service was scheduled.So my real complaint is that I had to ask them ten (10) times to cancel my contract over the last two work days (Friday, August 16 & Monday, August 19). They kept on insisting that I call them to give them the reasons I wanted to cancel. I told them I did not want to call them, just wanted to cancel. Even though I told them that several times, they called me twice during my nap today!I had previously told them I would talk to them if they waived my cancellation fee, but since they called me, I am claiming that now I don't owe them the cancellation fee (refund part of claim). I know legally I might have to pay, but think I deserve some compensation.

  Business Response

  Date: 09/01/2024

  Dear ****,
  
  We have received the submitted complaint and are currently reviewing the details to ensure a thorough and accurate response. To provide the most comprehensive resolution possible, we kindly request an additional seven days to complete our investigation.
  
  We appreciate your understanding and will provide our formal response within this extended timeframe.
  
  Thank you for your cooperation.

  Customer Answer

  Date: 09/12/2024

  It has been past the 7 extra day timeframe, I have not heard anything from the business.

  Business Response

  Date: 09/12/2024

  Hey *******, 
  
  Thank you for reaching out with your concerns. I want to sincerely apologize for any possible miscommunication during the time of sign-up. For situations like these were information can be quickly ran through or mistakenly missed, we send out a welcome to the family text highlighting the three most important details of our contract, which lists the type of contract you are on, the billable cycles, and the cancellation process which states if you decide to term your contract, you are responsible for paying back the discount given to you at the time of service. All of this information was sent in a text which was acknowledged and agreed to when you responded  "Yes" to that message. 
  
  Given the situation, I am truly empathetic and want to part ways in good standing. With this being said, I am going to do a one time courtesy waive for your remaining balance on the account as an act in good faith. I hope this helps and you are able to find the treatment that is most helpful for your home. 
  
  Best, 

  Customer Answer

  Date: 09/12/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: ************************************************************.
  
  Regards,
  
  *********************************