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:02/27/2023

  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.

  Contract was signed with EcoShield (license #****** on 7/**/** for pest control services on a bi-monthly basis with the contract end date of June of '23. An initial service total of $129 was agreed to and is detailed in contract. This included a discount of $151 which the company is now saying is due because I cancelled the contract early.The contract states "If for any reason at any time after receiving the initial service the contract is canceled before it completion, customer agrees to pay the full initial service charge LESS AMOUNT ALREADY PAID for the initial service...." I have paid a total of $387 for which I have all receipts in email format. I have a receipt for the initial service payment showing zero balance due. The company asserts that I must repay the DISCOUNT given initially even though this was clearly discussed and itemized and paid at the time of contract. The receipt shows Initial svc charge of $280, a discount of $151 and a TOTAL INITIAL SVC CHG of $129. There is nothing in this contract that states a discount is to be repaid. I have made multiple attempts to resolve the matter via phone calls, email, and texts.I assert that my contract obligations have been met and more.

  Business Response

  Date: 03/09/2023

  Hi *****,

  Thank you for bringing this to our attention. The green paragraph above your signature outlines the initial discount chargeback that is requested if you decide the cancel prematurely. In an act of good faith, we went ahead and waived the $151 invoice. There are no other charges and the account is closed. Please let us know if you have any other questions.

• Initial Complaint

  Date:02/24/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  EcoShield and I came to an agreement to establish a payment plan over 3 months, at $86.33, to resolve my outstanding balance, after I cancelled my service with them for a multitude of poor customer service complaints.Every month during the payment plan, they have withdrawn larger amounts of money than we agreed to.I have called and complained, and they have taken forever, each time, to respond to my complaints to refund me the overages.This has happened again for the month of February 2023 (2nd month of the payment plan).I have called and spoken with numerous individuals who claim to be managers and have been passed from one person to the other every time I call or told that they will call me back because they don't take direct calls.I work during the day and can't be around my phone all day waiting on their calls, if they come at all in the period they promise.I am almost done paying off my balance, but this is an issue that I believe needs to be addressed, because their internal oversight and management is doing nothing to resolve this issue, no matter how many times people from the company have said they "took care of it and it won't happen again".

  Business Response

  Date: 02/27/2023

  Hi *****,

  Thank you for bringing this to our attention. We want to sincerely apologize for the billing error. The amount of $31.67 was refunded to the card ending in **** on 2/21/23. Please let us know if you have any other questions or concerns.

  Customer Answer

  Date: 02/28/2023

  [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:12/15/2022

  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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I contacted Gage the person who sold me the policy.  He told me at that time to contact him if we needed his team to come back..  I contacted him via text on October 3 about ants.  No one from the office has contacted me nor has Gage sent anyone out.   I have contacted him several other times with the same issue.  I am aware of one supplemental treatment before Oct 3 but it was not effective.

   

  The ant infestation was sold bad that I had ****************** treat for ants.  There treatment worked unlike EccoShield.  I am attaching the latest text exchange with Gage.
  
  Regards,
  
  ***************

  
  

  Business Response

  Date: 11/02/2022

  Hi ***,

   

  We are sorry to hear that you are still having pest activity at your home. We reviewed your account notes and did not find a request for a touchup visit. Please let us know what day and time works best for you, or we can have someone in scheduling reach out.

   

  This was the last message we have on record for you

  5 STAR RATING: ******* was very communiative and pleasant. You could tell he knew his job and had the initiative to do a good job. Hope he does our next treatment.
  
  Service Feedback Visible To Tech Visible to Customer
  Customer 9/12/2022 12:53 PM EDT

  Customer Answer

  Date: 12/15/2022

  I entered into a two year contract on April 8, 2022, I have paid for four treatments at $179 each - 4/8,5/6,7/13,9/12. The contract states that "Pest activity levels will continue to decrease as future exterior treatments are performed. These treatments will establish and maintain a protective barrier around your home. In between regular treatments, if you see more than the occasional pest, please call for a free re-service." Before treatment, we did not have an ant infestation. Now we have ants in the house requiring us to throw food away. I have asked for numerous retreatments to no avail. The latest request was 10/2. Promised made but not kept. Richmond agent admitted there is an issue in a text to me. "I will take care of you *** I take ownership for you being unhappy and can assure you it wont happen again." Recent texts have gone unanswered. EcoShield has breached its contract with me by not delivering the agreed upon results.

  Business Response

  Date: 12/21/2022

  Dear ***,

   

  Thank you for bringing this matter to our attention. We apologize for any inconvenience you have experienced with the effectiveness of our pest control services. As outlined in our contract, we strive to establish and maintain a protective barrier around your home to reduce pest activity levels, and we apologize if this has not been the case in your situation. Due to your experience we went ahead and waived the $186 balance from the account for canceling prematurely, but we cannot refund you for services rendered. 

  
  We take all customer feedback seriously and will use your comments to review and improve our services. We will also investigate your specific concerns and work to address them as soon as possible. We apologize for any missed opportunities to retreat your home and for any unfulfilled promises made by our team. Please do not hesitate to reach out to us if you have any further questions or concerns.

• Initial Complaint

  Date:12/07/2022

  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.

  After multiple attempts to have service complete on our properties. Service reps did not show up on scheduled time frame and date. Service Manager was scheduled to visit our property and create plan to solve our pets problem. The manager never came out. After talking to manager ******, our contract was set to be cancelled with no fees. Then collections from EcoShield started calling and emailing. After each conversation with service tech a manager was spoce to call within 24 hours. We never heard from a manager.

  Business Response

  Date: 12/05/2022

  Good Morning!
  
  We are so sorry to hear about your experience.
  
  Upon review of your information, you have reached the incorrect business, we are in ******, **. We do not have access to customers outside our coverage area, including the state of ********.  Please redirect your inquiry to the proper location.  We apologize for not being able to assist.
  
  We do wish you well and hope you have a great holiday season!
  
  Sincerely,
  EcoShield ****** 

  Business Response

  Date: 12/08/2022

  Hello, 
  
  
  Thank you for taking the taking the time to reach out to us with your concerns and feedback. We want to apologize for the lack of effort put into communication with you. We understand your frustrations and concerns and want to let you know we have waived the fee on the account. Your account is closed with a zero balance as of today 12/8/22. If there is anything else we can do for you, please don't hesitate to reach out. Thank you 

• Initial Complaint

  Date:11/18/2022

  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.

  Eco shield sent a salesman door to door and I signed up for pest control. I repeatedly asked I can cancel anytime and was told yes without penalty. I decided to cancel and was told thats not correct and there would be a penalty. They gave me some very long contract on an iPad where has some hidden clause apparently. Not to mention their services dont work but thats beside the issue. Anyone living in Richmond should beware of this company. It is a scam.

• Initial Complaint

  Date:11/14/2022

  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.

  Hired Eco Shield for pest control. First time they came - no issue. Second time was to be a month later - appt scheduled on day I was home. Wanted to talk to person coming. State they came, no one came to door, texted on way, or left a notice they were there - but told they came. Paid for service I believe not performed. Indication of continued ant, wasp and tick issue confirms this. Told they would treat in between scheduled treatments if still had issues. My entire summer was spent with ants, wasps, ticks - attempted to have someone come - was told not possible because I owed over $300 - not true. Then told someone would call and schedule. Never happened. This became the entire theme of the summer!Ecoshield scheduled another appt and offered a discount. I never accepted and told them I did not want to do this until I could confirm they would come when home. They stated of course, but did not happen. They came. Again, I still continued to have issues -but could not receive any help I have spent numerous HOURS on phone but no one claims to have any knowledge of my conversations. I've been told my account would be closed, my contract released and no money owed, this on Thursday Nov. 3 at 12:13 PM. I have text messages and my phone log.I did NOT violate yy contract - Eco Shield has by NOT delivering what was promised. I want a full refund. I want the calls to cease. Everyone I talk with states they will help, no one does. Most disappointing awful service and experience. Also, filing a complaint with state. I'm just so tired of no one listening. I want a full refund since NOTHING was done to expectations and I spent summer miserable with bug issues.

  Customer Answer

  Date: 12/05/2022

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by Ecoshield Pest Solutions - Richmond regarding complaint ID ********.
  
  Regards,
  
  *************************
  

  Business Response

  Date: 12/07/2022

  Hi ****,

  
  

  We want to sincerely apologize for the phone tag that has occurred. Our history notes show multiple attempts to reach you and get this resolved with no luck. Due to the time, this has taken and for any possible frustration, we went ahead and waived the balance from the account. There are no other charges and the account is closed. 

• Initial Complaint

  Date:11/07/2022

  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.

  Address is ************************************************************************ 22903

  Customer Answer

  Date: 11/07/2022

  On July 8, 2022, Eco Shield representatives from the Richmond, VA ****** were going door to door trying to get people to sign up for their service. We had some ants in the house and thought this might help. Instead, it made things worse. They sprayed outside and then went into every room insisting that bugs could be everywhere. We have had pest control in the past and they have never sprayed every room. It felt like they were casing our house. The day after they left, we had an ant infestation in the house. We were not comfortable with them and did not want to pay by credit card. We sent a check for $199 on 7/14/22 (cashed on 7/25) requesting that the service (customer number ******** be discontinued. They have not come back since. On October 18, 2022, we received a letter from A.R.M. Solutions collection agency demanding $199. We should have known that this was a SCAM when the representative presented a business card with his name and number scribbled on it. When we looked up the Richmond address (**** Hermitage Road), it appears to be a vacant lot.

  Customer Answer

  Date: 11/28/2022

   

  
  Better Business Bureau:
  
  At this time, I have not been contacted by Ecoshield Pest Solutions - Richmond regarding complaint ID ********. Not only have they NOT responded, they have sent us ANOTHER bill for services that were not completed from a collection agency!
  
  Regards,
  
  ***************************

  
  

  Business Response

  Date: 11/30/2022

  Hi ******* and BBB,

  
  

  We sent the following response on 11/23/22 after **** left us a message from the BBB. We apologize if this was not sent/received by the right party.

  
  

  
  

  We went over this issue with the billing department and confirmed that a check was never cashed by our business. We do not want this to cause any further frustration, so we went ahead and waived the $199 balance from the account. ARM solutions have been notified, so if you receive any emails from them after today (11/23/22), please disregard them.

  Business Response

  Date: 11/30/2022

  Hi ******* and BBB,

  
  

  We sent the following response on 11/23/22 after **** left us a message from the BBB. We apologize if this was not sent/received by the right party.

  
  

  
  

  We went over this issue with the billing department and confirmed that a check was never cashed by our business. We do not want this to cause any further frustration, so we went ahead and waived the $199 balance from the account. ARM solutions have been notified, so if you receive any emails from them after today (11/23/22), please disregard them.

• Initial Complaint

  Date:11/02/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ecoshield Pest Solutions- Richmond VA has breached the agreement multiple times. Techs have shown up when schedule has been changed, this company has on at least 3 separate occasions shown up for an appointment which was rescheduled and only completed partial treatment of what was requested, left and billed me. This has been addressed and yet happened still. I am unsatisfied with Ecoshield Pest Solutions and requested information about canceling. I was advised on June 1, 2022 I was under a 1 year contract. Based on origination of my contract of July 2021 at the time of my call I was a month to 6 weeks from completion. The end of September I requested a cancellation AGAIN on Oct 27, 2022... yet Ecoshield scheduled service for Nov 1.! I have reminded them of this request now I am disputing a cancelation of $290 for early termination! This is unacceptable ESPECIALLY considering their disregard and incomplete service calls. I should not continue to pay past the 1 year .. the end of business is based entirely on the company's performance and disregard for requested service.

  Business Response

  Date: 11/04/2022

  Hi ******,

   

  We want to sincerely apologize for the appointments that have rescheduled without checking with you first. When we spoke to you on 10/31/22, we waived the $290 balance on the account. It looks like you signed up with us for our 12 month bi-monthly services and you have only had 6 out of the 7 to complete. Normally, 7 total appointments would be completed within the 12 month period, but there have been several canceled/rescheduled appointments this past year. We've attached a copy of the service agreement as well. 

  Customer Answer

  Date: 11/07/2022

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

  Please be advised that this matter was resolved prior to your review. I sincerely hope that your local offices will listen to customer concerns to avoid this as a forum to resolve for discussion.

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

  
  

• Initial Complaint

  Date:10/18/2022

  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 signed a 12 month contract with EcoShield based on information they told me: (1) they are a reputable company, and (2) their products produce successful results. None of these two points is true and they have misrepresented themselves. First, a quick ****** search as well as a search of the BBB website will show numerous complaints against this company in various states, as well as EcoShield being subject to lawsuits. Second, I had a noticeable increase of insects in my home after they started doing their treatments. I had previously used a different pest control company for many years and have never had this type of problem before. I contacted EcoShield to cancel my contract, which they did. However, they are now billing me for $150 which they claim is to pay back an initial discount, but in reality this fee functions as a cancellation fee. Since they fraudulently convinced me to sign a contact and they did not provide the quality of service they claimed they would provide, they themselves are not holding up their end of the contract. I see no reason why I should be obligated to pay $150 to terminate my relationship with this company and their disreputable business practices. I would like the $150 invoice to be cancelled.

  Business Response

  Date: 10/24/2022

  Hi *********,

   

  We are sorry to hear of the pest activity that hasn't been resolved. When we spoke to you on 10/18/22, we offered a free follow up service to fix that issue. Our customer services reps notes outline that you denied the offer and wanted to cancel instead. Due to that decision, we closed the account and added the $150 invoice for canceling the agreement prematurely. 

  Customer Answer

  Date: 10/25/2022

  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.
  
  During my telephone conversation with the customer service rep, I stated several reasons why I wanted to terminate the contract:

  (1) The products they were using did nothing for my pest issues at all.

  (2) When I spoke to the salesperson in July, he made various statements that I relied on in deciding to enter into a contract with EcoShield. First, the salesperson said that I would be "assigned" to a technician and this is the person that would be coming to my property each time. I specifically asked about this because I wanted someone who was familiar with my property and my issues. Second, the salesperson repeatedly and emphatically stated that EcoShield was a reputable company. Both of these statements are patently FALSE. A different technician came to my property each time. And upon further research, there are numerous complaints to the BBB, as well as on various consumer websites, about EcoShield. In fact, there are numerous lawsuits against this company in other states. This is all publicly available information.

  I terminated my contract for BOTH of these reasons stated above. EcoShield's offer to come back to my house to do another treatment does not resolve my issue because (1) the product used does not work, and (2) there have been complaints by other customers that the technicians have done damage to the interior of homes and/or property when they come visit.  Therefore I do not want a technician to come back to my property.

   

  When I entered into a contract with EcoShield back in July, I relied on statements made by its representatives. When those statements turned out to be FALSE, EcoShield broke their commitment with me that they were providing a truthful representation of their company.

   

  I hope they will understand my perspective and dissatisfaction, and refund my $150. Otherwise, according to the BBB policy, my complaint will be one of many others that will be made public on the BBB website for the next three years. Is more negative publicity worth $150 to EcoShield?

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

  
  

  Business Response

  Date: 10/27/2022

  Hi *********,

   

  Thank you for providing us further details. We went ahead and waived the $150 balance from your account. There are no other charges and the account is closed.

  Customer Answer

  Date: 10/28/2022

  [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:10/02/2022

  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.

  August 2022 A rep of Ecoshield came to our door and claimed we had a bee infestation. Specifically Yellow Jackets. There were large holes in our front yard where he said they had established nests. He told me they could eliminate the problem with two treatments costing a total of $280 and spray around our home for other insects. I agreed to two payments and treatments. He then had me sign a form that was obscure at best. This form was for a one year service plan. He told me not to worry, I could always cancel. No mention of the $150 cancellation fee.Three weeks later our lawn service contractor - not Ecoshield - told me we had a rodent problem. The holes were much too large for Yellow Jackets.I contacted Ecoshield to complain and terminate the contract. They are now demanding an additional $150 for their incompetent evaluation.

  Customer Answer

  Date: 11/16/2022

  BBB,

  I'm not sure if it was your advocating for me or not but Ecoshield actually and finally agreed to waive the $150 cancellation fee.

  Thanks for keeping an eye out for unscrupulous companies trying to extort money from innocent people.

  Thank you,

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