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:08/19/2024

  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.

  On July 15th 2024 a salesman showed up at my house and stated that he was helping a neighbor with treatment for bugs. He stated that he could give us a special deal, since he was already in the neighborhood, that would have us pay $170 that day that included a 45 day egg appointment where they would take care of the egg cycle of the bugs and then after that we would pay $170 quarterly for a year contract. I agreed to this amount and signed a small device where he had said everything up for the signature page I was not able to read the contract it was very small but he assured me that it was what was discussed. The technician performed the service as explain to us.30 days later, I was contacted by the company stating that they would be sending out a technician two days later. I responded to them and stated that I was unavailable that day but I could reschedule and checked to make sure this was the free egg appointment. They responded that the appointment was not free and was $170 as outlined in my contract. I requested a copy of the contract and they sent it to my email. In the contract it did state that I owed $170 for this appointment which is not what the salesman had told me at the time of sales. After informing them that their salesman had told me that this was going to be included because it was a special being run due to the fact that he was already in the neighborhood. They informed me that they were still going to charge me for this amount. I immediately canceled any appointment with them told them I would like to cancel my account in which case they stated that they would charge me $170 cancellation fee for canceling my account. After arguing with the sales people over email and text I went to my bank and changed my credit card information requesting new cards so that I could not be charged by what I am only assuming is a scam company. The company continues to harass me through email and text messaging threatening to charge me for this amount.

  Business Response

  Date: 08/31/2024

  Dear BBB,
  
  We have received the 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:
  
  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.]
  
  Regards,
  
  ***********************
  
  
  
  
  

• Initial Complaint

  Date:08/19/2024

  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.

  We signed up with EcoShield a year ago, and since we signed up its been a nightmare of misinformation and poor service. Firstly, we were told by the sales person who signed us up that it was FULL yard treatment for ants, mosquitos, fleas, ticks ect. Then half way through our contract, after having our daughter eaten up by mosquitos all spring and summer, we found out that mosquitos was an extra service we had to pay for... After trying to cancel with them they gave me "a deal" to end my contract early at 1 year, but it'd be 2 more treatments and payments. After getting the last treatment on July 26th I noticed my light above my garage was knocked down. I'm pretty sure the Tech smacked it with the de-webbing pole and broke it. (pictured) A week after the last treatment I contacted them to say we were not paying until the ant and spider problems were solved. I also told the India call center lady to stop calling and I'd pay AFTER they sent the Service Manager out. They sent out the Service Manager, *****, on August 13th. He went around and found nests of ants the previous 3 techs had not found in years. Ants were all around the base of my house where they supposedly treat... We also learned they DO NOT treat your yard at all. Just 10ft from the house. Such a joke. He also said I had a mouse and snake problem under my house and would setup a free estimate from his guy that specialized in that field for the 24th. He told me sorry for the poor service and they'd comp a service to make it right. One day later they sent the bill to collections. I also found a chemical bait syringe left behind by *****. My dog had picked it up and luckily I was out there cutting the grass and saw it before it was too later. (pictured) I will be disputing the collection and most likely taking them to court unless they make this right. The lies and poor service makes me angry, but almost poisoning my 3 dogs is what really makes me mad.

  Business Response

  Date: 08/31/2024

  Dear BBB,
  
  We have received the 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.

• Initial Complaint

  Date:07/25/2024

  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.

  Sales person Showed up at my door and told me that my next-door neighbor was a customer of theirs and was very happy with their service/treatments. Knowing my neighbors to be very meticulous about their house I agreed to sign up for treatments and at that time they indicated that within 45 days, my problems with insects and spiders would be gone.Several days after signing up, I was able to speak with my neighbor who indicated that they had not been a customer prior to the same day that I signed up. So my signing up was obtained by fraudulent, incorrect information that the sales person provided.Since that time Ive had treatments on three separate occasions, two of which I paid $150 and the third treatment was free since the spiders had returned after the first two treatments within one week.Following the third treatment within one week the spiders were back at which time I contacted Eco shield to cancel my service as their treatments were ineffective for spiders and that was the main reason we agreed to try their service.At that time, they indicated that they would have a service manager come out to my property, but as I announce spent three separate occasions with these people when they came out to treat my house and I had concluded that my manual removal of the spiders was superior. I did not want to waste anymore time With this company, whose service/treatment obviously did not resolve my problems. At that point in time they indicated that I would be responsible for the $150 discount I received with the first treatment. They have since billed me today 7/25/24 for the additional $150.Since I signed up based upon fraudulent, incorrect information, that the sales person knew and the fact that the treatments do not work. I do not think I should pay the additional $150 that they seek.

  Business Response

  Date: 07/31/2024

  Dear ****,

  We are truly sorry to hear about your experience and the concerns you've raised regarding the service and sales process. We understand how frustrating it can be when expectations are not met, especially when dealing with persistent issues like spiders.
  
  We have carefully reviewed your account and, as a gesture of goodwill, we are waiving the $150 balance. Our aim is to ensure that all our customers feel valued and supported, and we regret that your experience did not reflect this standard. Thank you for bringing this to our attention. We appreciate your understanding and patience.

  Customer Answer

  Date: 07/31/2024

  [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,
  
  *************************
  
  
  
  

• Initial Complaint

  Date:06/14/2024

  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 sign up for service but had to cancel my service start up date and it was suppose to be for the following week but they stated that they came out and did service anyway and Im being charge the full price and they didnt do not even half of the service

  Business Response

  Date: 06/26/2024

  Dear *******,

  Thank you for providing us with the screenshots of the texts between you and the contracted summer sales rep. **** has been escalated to the Sales Manager. Due to your request to cancel the service visit, we have waived the $159 balance. There are no other charges and the account is closed.

  Customer Answer

  Date: 06/26/2024

  [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,
  
  ******************
  
  
  
  

• Initial Complaint

  Date:05/09/2024

  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.

  In March 2023, **** the sales rep came to my door and sold me the service to have ecoshield take care of my pests. He specifically sold us a 12 month- 1 year contract because we already planned on moving within the next year. In March 2024, our home was under contract with an April closing date. I thought nothing of it since we signed a 1-year contract. Well NOW we are in May 2024 and ecoshield sends me a reminder about my bi-monthly service. I called today on 5/9/24 telling customer service that I only signed a 1 year contract yet they state they have on file a 2-year contract and I cannot cancel this service it can only be transferred. We moved out of the state and are currently living with family while our new home is being built. Instead of customer service helping me, all they say they can do is transfer my service. I am on the other end of the phone almost in tears from how anxious I am because my husband and I KNEW in advance we were moving which is why we only signed and agreed to 1 year. I want my service cancelled FREE AT NO CHARGE, since I specifically only signed a 1 year contract. I told customer service that **** their rep, did a 1 year for us but they stated that the rep no longer works for them. This is a horrible service, and I can't believe I was scammed when I knew I started and only signed a 1-year contract back in March 2023 (they claim it began in june 2023 for 2 years). I would like to be LEFT ALONE from ecoshield. I will NEVER allow them to have my service again and ensure my family and friends don't get scammed as well.

  Business Response

  Date: 05/13/2024

  Hi ******,
  
  We sincerely apologize for any stress caused by the recent conversation with one of our team members. We would like to clarify that we have a 12-month agreement on file for your account, not a ******** agreement. To date, you have completed 6 out of the 7 service visits stipulated in the agreement, leaving just one more to fulfill your commitment.
  
  If you have already moved, we are prepared to waive the annual commitment discount payback of $150. Please provide us with a valid proof of your move by sending it to ********************************* Upon receipt and verification of this documentation, we will gladly waive the $150 as an act of goodwill.
  
  Thank you for your attention to this matter, and we look forward to resolving it 

  Customer Answer

  Date: 05/14/2024

  [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: ************************************************************.

   

  I sent my driver license and proof of auto insurance to the email to show our proof of MI residency. 
  
  Regards,
  
  *************************
  
  
  

  
  

• Initial Complaint

  Date:04/09/2024

  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.

  This company did not provide the service outlined in the contract. Eco shield Richmond attempted to steal our money, and is continuing to steal from us. They are continuing to harass us via debt collectors for services they did not provide. Service members showed up at our house one time to provide service, and then never again. Thus, we asked for our contract to be cancelled. They continued to charge our credit card after cancellation and are asserting we still have outstanding balances on our account. When speaking with "managers" they lie and say we received service when we did not. We already paid for services we did not receive and are simply asking for a zero balance moving forward. This company is a scam. I am asking to have a zero balance on our account immediately.

  Business Response

  Date: 04/18/2024

  Hi ****,

  Can you please confirm the address on the account? We were not able to find an account in our system under your name or the information you provided.

  Customer Answer

  Date: 04/18/2024

  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.
  
  They asked for my address, which they do indeed have on file, as I have spoken with them on numerous occasions about this issue. They are lying and simply trying to dodge the real issue at hand. 
  
  Regards,
  
  ***********************
  
  
  
  
  

  Customer Answer

  Date: 04/24/2024

  Please find attached the Eco Shield contract. I have also attached our communication with the representative indicating that we wished our services to be terminated. Thank you. 

  Business Response

  Date: 04/30/2024

  Hi ****,

  Thank you for your cooperation. Our records show that we contacted **** over the phone on 4/24/24 and left a voicemail that the account was closed and that the balance was waived. 

• Initial Complaint

  Date:02/21/2024

  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.

  I would like to request a contract fee of $151 be reimbursed by Ecoshield and the collections agency be notified of account settlement. An Ecoshield sales representative was walking our neighborhood on 5/6/2023 promoting their home pest service for inside and outside. He referenced many neighbors by name, who I now understand do not have Ecoshield services. The sales representative was great and offered an excellent price for a bi-monthly service. The rep repeatedly stated, there are "no strings attached" and "you can cancel any time", "no fee contract". I confirmed verbally several times that I could indeed cancel at any time with no fee in which the representative stated yes! However, after three services, I did not think the service was effective and the technicians were consistently late, so I called to cancel. The customer service agents were initially polite but after learning of my intent to cancel became aggressive and threatening for collections for a $151 contract breaking fee that I wasn't aware I had signed. I've been emailing with no response (three times) and two, 20-minute phone calls in which I was told I continued to owe $151 contract cancellation fee. I initially refused to pay, removed my credit card from my online account and was promptly sent to a collection's agency. This is now 8+ months in the making and I'm hopeful EcoShield will honor their "no strings attached" sales tactic and waive the $151 fee that I eventually paid on 1/16/2024! They are certainly demonstrating deceptive sales practices.

  Business Response

  Date: 03/03/2024

  Hi ******,
  
  Thank you for reaching out and expressing your concerns. We appreciate the opportunity to address them.
  
  Upon signing up for our services, you agreed to complete the Bi-monthly subscription service plan, entitling you to an annual commitment discount. However, upon your request for premature cancellation, the terms of the agreement stipulate the return of this discount.
  
  We understand your frustration and want to assure you that your concerns are being taken seriously. Attached, please find a copy of your agreement for your reference and for the BBB's records.
  
  If you have any further questions or require clarification, please don't hesitate to reach out.
  
  Best regards,
  

• Initial Complaint

  Date:01/31/2024

  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 purchased a one year contract, which stated they would spray my home for bugs four times per year and would come back intermittently as needed. I paid for the first treatment. Then the second treatment was done a few weeks later with the provision that I would be supplied with fruit fly traps for the inside of the home, which was infested with fruit flies. I called the company many times and they never got back to me for an appointment. I tried to cancel the contract, but was told I must pay a $169 cancellation fee, which I paid. I stopped payment on the $169 for the second treatment because they never provided fruit fly traps or treatment. Now, they are harassing me for the $169 which was stopped. I don't want them contacting me anymore.

  Business Response

  Date: 02/06/2024

  Hi BBB,

  This complaint needs to be transferred to the *********** EcoShield location, as this is not one of our customers in Richmond **.

• Initial Complaint

  Date:01/30/2024

  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.

  Ecoshield pest solutions

  CONTACT US

  NEW CLIENTS

  Call **************

  EXISTING CLIENTS

  Call **************

   

  ADDRESS:

  **************************************;

  RICHMOND, ** 23228

  Business Response

  Date: 01/25/2024

  BBB,

  This consumer resided in the Richmond, VA boundaries and is not one of our customers. Please remove and transfer this complaint to the correct business.
  

  Customer Answer

  Date: 01/30/2024

  When I first spoke with *** regarding canceling the contract I was told i would have to pay around $3,000 to cancel the contract. Which was too expensive. Called again in July regarding canceling the contract. I was told I would have to make another payment, which would be the final payment and the contract would be canceled. The representative agreed to a discounted final price of $100 in October,since it was the last payment, not because "no services" was being rendered at an address I no longer lived at. I haven't lived in VA since 1/1/2023. This was discussed during the phone conversation but I guess it was skipped during the notation along with the proper information of cancelation. December 29th I was again charged $139. I was told I agreed to cancel services not the contract and I was notified in advance. This is not the conversation that was had because it's no way they could have reached me with the information on file since everything was disconnected when moving. I would have updated my information with the company if I was told I would be notified of services every 2 months and I would need to cancel services. The representative stated I was charged $100 because the representative gave me a discount for services rendered. Which doesn't make sense. Why would I accept a discount to service a property I do not reside at, or own? I was refused a refund because they they claimed a technician already serviced the property and I was notified. It's no way someone could have called or text because the phone number is no longer in service and email is not in use. Also it has been raining in Richmond, Va all week, which technician would service a home surrounded by a water filled yard, it seems bogus. If I was given the information that I needed to call to cancel services for a canceled contract I would have because it's my money. It just doesn't make sense for me to agree to continue services, when I know it's not the conversation that was had.

  Business Response

  Date: 02/05/2024

  BBB,

  
  The annual commitment discount payback for this customer's agreement is $150, not $3000 as mentioned by the customer. We are attaching a copy of the Service Agreement for your reference. Appointment reminders were sent on 12/21/23 to ************ and ************************ If the customer stopped using these contact methods, they could have updated their information through the customer portal or called us for assistance, as we are always happy to help with such updates.
  Due to the service being rendered on 12/29/23, a refund cannot be processed. If the customer has moved from the property and outside of our service area, we only require a proof of move document to waive the $150 ADCP as a courtesy. As of now, the account is still active as the agreement has not been fulfilled."

• Initial Complaint

  Date:01/18/2024

  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 signed a contract with this company August 14, 2023 after a salesman came to my house. I filled out all the paperwork under my name and my credit card. The salesman told me if I wanted to cancel there would be a charge of $156.00 to cancel before one year was up. This amount is stated on the contract as Annual Commitment Discount (he said this is what I would have to pay to cancel early). Now, I'm trying to cancel and somehow they have my husband's name on the top of the contract (incorrectly spelled) with my signature on all the documents and they are telling me that I cannot cancel my own contract and so I finally got my husband to call and cancel and they are now charging me $281. I will be claiming this as a fraudulent charge with my bank. It has been an absolute nightmare trying to cancel this service.

  Business Response

  Date: 02/04/2024

  Hi *******,

  
  Thank you for reaching out to have this error corrected. We want to apologize for any inconvenience this may have caused. After reviewing the Service Agreement, we found that the annual commitment discount payback is $156, so the amount has been corrected on the account. Once again, we apologize for the error.