Complaints

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

• Initial Complaint

  Date:10/01/2025

  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.

  A guy came to our door, saying they spray for bugs. It's so much $ and they would come back and do it again another time. They gave me no paperwork. I asked for a business cards, he said he didn't do business cards. I thought it was kinda weird. I never knew the name of the company. Now they are sending me a bill saying we owe them more money. $193.54, they said they came out another time. Don't know when we never saw them again. No, they are harassing us to pay more money to them. Saying something about a contract, we never had a contract as I said no papers were ever given to us. I am not giving them money. This was so unprofessional as we weren't given any info from them. I wanted to cancel them to come out the next time, and I had no phone # but they never came back anyway. Just sending us a bill.

  Business Response

  Date: 10/02/2025

  Hi *****,

  Thank you for sharing your experience. Were sorry to hear about the confusion and frustration this situation has caused.
  Our records show that the account was canceled without an early termination fee, but there is still a balance for the egg cycle service. We also sent a notification regarding that visit, and a response requesting ant treatment at the back of the house was received, which confirms the notification was acknowledged.

  We understand how important clear communication is, and were committed to making every service experience professional and transparent. If you have any further questions or would like to discuss your account in more detail, were here to help.

  Thank you again for bringing this to our attention. Were always working to improve and ensure every customer feels confident in their pest control service.

  -***** *.

• Initial Complaint

  Date:09/27/2025

  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.

  We have been EcoShield Pest Solutions customers since Fall 2023 (2 years); throughout our tenure as customers we have had ongoing hornet issues. Numerous times we have called and had the company come back out to treat the hornet problem. The company does this with no additional fee. We have been trying to resolve this hornet problem for over two years. The company just came out on 9/20/25 to do a quarterly treatment and on 9/27/25 there are hornets swarming. The treatment seemed to have no benefit. I called the company to cancel my services and request a refund for the services provided on 9/20/25 since the treatment didn't work (and really hasn't worked for the entirety of them servicing us). While the company was able to cancel any upcoming services, they were unable to refund the last service provided. I have given the company plenty of time and money to deal with the hornet problem and they have been unable to. I'm requesting the refund because I will need to hire another company to deal with this issue.

  Business Response

  Date: 09/29/2025

  Hi *******,
  Thank you for sharing your experience with us. We truly appreciate your continued loyalty as a long-time customer, and we sincerely apologize for any inconvenience youve encountered.
  At EchoShield, we strive to deliver thorough and effective service that meetsand exceedsour customers expectations. Our technicians are trained to go above and beyond, and Im pleased to note that in your case, they took extra steps to address concerns outside the scope of your service agreement.
  Upon reviewing your account, I see that you are enrolled in a quarterly service agreement for general pest control. While hornets and wasps are not covered under this agreement, our technician still removed them during the visit, demonstrating our commitment to customer satisfaction. I also noted that this concern has been ongoing, and weve provided complimentary follow-ups to help resolve the issue.
  Regarding your service on September 20, 2025, although the visit was part of your general pest control plan, the treatment applied remains valid and effective for the covered pests. We regret that hornets are not included in the guaranteed pests list, but we hope the additional efforts made by our team were helpful.
  We respect your decision to cancel the service and are genuinely sorry to see you go. Thank you again for being a valued part of **********. We wish you all the best moving forward.
  Warm regards,
  
  

• Initial Complaint

  Date:09/23/2025

  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.

  Company was contract to seal my house to prevent mice in June. Stated that I would not have a problem but should have the house reinspected next year. Price $2600.00. Still had mice in August. Call *** who sold me service. He did not answer several calls. Called company. At first they said they would have someone come out. Didnt happen. Called back. They said they would not come out unless I gave them more money so work is not guaranteed as advertised. Asked to speak to a supervisor was told she would call me back. Did not happen. Found companys ******** page. Numerous complaints. This is fraud. And this company should not be allowed to continue to get away with it! What can be done?

  Business Response

  Date: 09/24/2025

  Hi ****,
  
  Thank you for sharing your experience. Were very sorry to hear how frustrating this situation has been, especially after investing in exclusion services with the expectation of long-term protection.
  
  We understand how important it is to feel confident in the service provided, and we regret that your follow-up concerns werent addressed as promptly as expected. Our team has submitted a request for a follow-up service regarding the mice activity, and a manager from our ************ will be reaching out to you directly as requested.
  
  We appreciate your patience and the opportunity to make this right. Please dont hesitate to reach out if you need anything further.
  
  -**** *.
  

• Initial Complaint

  Date:09/18/2025

  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.

  On August 18, 2025, a salesperson named ** came to our home. Our conversation centered on a "trial period" for pest control. The representative explicitly stated that we he was not going to put us in a long-term contract. I have this portion, as well as a few other portions of our conversation, captured on video from our doorbell. He promised that the first charge of $189 would cover the initial service (implied to include the service 45 days after the initial application) and that the next charge would not occur until the "winter service." However, your companys actions have directly contradicted these promises.Unauthorized Billing: On September 12, 2025, a technician arrived for a follow-up. This technician signed my initials on their device to authorize a second $189 charge. We were not informed of this charge at the time of service and only became aware of it the next day after seeing the charge on our credit card statement. The technician instead just asked if he could sign my initials for me with no other information given. This is a highly deceptive and unacceptable practice.Misrepresented Contract: Upon contacting our salesperson about this second charge, we were told that we are, in fact, locked into a one-year contract with a $250 cancellation fee. This directly contradicts the verbal agreement and promises of a "trial period" that were made to us. The contract was only emailed to us after we signed (we were not able to view it at time of signing), and we were given a mere three-day window to review it, after which you cannot cancel. The first service was not even completed during that 3 day period, so there would be no reason to know the quality of the service you would receive to know if you should cancel. The verbal promises made by your representative removed any reason for us to doubt the agreement and review the fine print so closely within such a short timeframe.

  Business Response

  Date: 09/19/2025

  Hi ***,
  
  Thank you for sharing your detailed concerns with us. We understand how unexpected charges can be concerning, and we strive to maintain clear and transparent communication with all our customers.
  
  To ensure our customers are fully informed, we follow a three-step verification process:
  
  A detailed verbal explanation of the contract, including all charges.
  
  A signed copy of the service agreement sent on the day it is signed, along with a three-day right to cancel for review and dispute if any part is unclear or differs from expectations.
  
  A welcome text summarizing the three key points of the agreement: the service type (in your case, quarterly service), the billable egg cycle service scheduled ***** days after the initial service, and the cancellation process.
  
  Our records show that this process was completed and that the charges applied are valid.
  
  It is unusual to hear that a team member informed you the egg cycle service would be free of charge. You mentioned you have video proof; if you could kindly provide any such evidence, we will review it thoroughly and take appropriate action.
  
  We are committed to clear and transparent communication and want to resolve this matter promptly.
  
  Thank you for your cooperation.
  
  Best regards,
  
  

  Customer Answer

  Date: 09/19/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The core of our dispute is the company's use of deceptive practices, which directly contradict the verbal promises made to us.
  
  1. Misrepresentation of Contract Terms: As seen in the attached video, the salesperson explicitly stated that "I'm not going to put you into anything long term ... I'm just going to put you on a trial period." He then immediately has us sign after that. It is fundamentally misleading to describe a twelve-month CONTRACT with a $250 cancellation fee as a "trial period." Furthermore, the companys claim that a three-day cancellation window is sufficient is unacceptable, especially since our first service did not even take place until after that window had closed. In that situation, why would we have any reason to cancel prior to the first service being completed? We had no opportunity to evaluate the quality of the service before being locked into a one-year agreement. The verbal promises made to us removed any reason to doubt what was in the contract, which we were not given the chance to view at the time of signing.
  
  2. Deceptive Pricing and Billing: In the attached video, the salesperson outlines a payment structure where the initial service and a necessary follow-up in 45 days are part of the first treatment, with the next charge of $189 occurring at the "winter service." He did not mention that the 45-day follow-up would be a separate, chargeable service. During our conversation, the salesman talked at length about this service as a necessary part of the first treatment to kill anything that remained from the first spray. This verbal representation was a key factor in our decision to try the service. The salesperson should have indicated that this 45-day service would be an additional $189. I confirmed that the winter service would be an additional charge because I felt that we would be able to see the quality of the service and its effectiveness prior to paying for an additional service. That is what a trial period really means. You are able to try a service prior to being locked into a long-term contract.
  
  3. Unauthorized Signature and Billing: The technician who performed the follow-up service asked me for my initials and signed them on their device to authorize a second $189 charge. We were not informed of this charge at the time of service and only became aware of it the next day after seeing the charge on our credit card statement. This action is not only deceitful but also constitutes an unauthorized transaction. The service performed was also extremely brief and did not appear thorough enough to justify a full-service charge anyway.
  
  In conclusion, I believe this company engages in deceptive and potentially illegal practices by:
  -Using verbal misrepresentations to secure a contract.
  -Enforcing a cancellation policy that prevents a consumer from evaluating the service before being locked in.
  -Charging for a service without consent.
  
  I am formally requesting immediate release from this contract with no cancellation fee and a full refund of the unauthorized $189 charge. 
  
  Regards,
  
  *** *****
  
  

  Business Response

  Date: 09/24/2025

  Hi ***,
  
  Thank you for reaching out and for providing the video footageit has been very helpful in our review process.
  
  After carefully reviewing your account, I can confirm that it has been closed with no outstanding balance. The early termination fee was waived as a gesture of goodwill. Additionally, based on our assessment of the video you shared, we have approved a refund for the service charge dated August 19, 2025. The refund amount of $189 will be processed shortly, and we will follow up once it has been completed.
  
  We are committed to maintaining transparency and clear communication with our customers. As part of our onboarding process, the signed service agreement was sent on the same day it was signed for your review, along with a three-day cancellation window. Our welcome text also included details regarding the early termination fee and the billable eggcycle service to ensure all relevant information was readily available.
  
  If any part of the verbal explanation was unclear, we encourage customers to reach out for clarification. Were always here to help.
  
  Thank you again for choosing our service. Should you decide to return in the future, please dont hesitate to contact us.
  
  Warm regards,  

  Customer Answer

  Date: 10/02/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *** *****
  

• Initial Complaint

  Date:09/02/2025

  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.

  A sales person came to our residence, knocked on the door and talked with my husband. My husband was on a work call and sales person would not leave. He walked around yard and told husband that we had problems with bugs (We have never had any issues with bugs) Husband got off work call and sales person asked for his phone and filled out contract. Was told about contract with false information. Pest control worker came back and was here for a short time, charging us $175. Came back 3 weeks later and was here for an even shorter time and charged another $175. We were under the assumption that the second service was a continuation of the first with no charge. We were very disappointed and called to talk about the second fee. And were told we had a contract until 2026. And if we cancelled our contract a $250 fee would be charged. This is a scam!

  Business Response

  Date: 09/03/2025

  Hi ******,
  Thank you for reaching out to us, and I sincerely apologize for any inconvenience caused.
  We strive to maintain clear and transparent communication with our customers throughout the sign-up process. To ensure this, we follow a three-step verification process:
  Verbal communication with our sales representative providing detailed information about the service agreement.
  Sending the signed service agreement on the same day for customer review.
  Sending a welcome text highlighting three key points of your service planyour service agreement type (which, in your case, is a quarterly subscription), the billable **************** scheduled ***** days after the initial service, and the early termination fee policy. This policy states that if cancellation occurs after the 3-day right to cancel or before the end of the contract, the early termination fee applies.
  Upon review, I see that you replied to the welcome text agreeing to the terms and conditions. Therefore, the charges are valid and non-refundable.
  Since you canceled before the end of your contract, the early termination fee is applicable. However, as a gesture of goodwill, we have credited this fee to your account.
  Your account is now closed with no pending balance.
  Please let me know if you have any further questions or concerns.
  Best regards,

  Customer Answer

  Date: 09/03/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *******
  

• Initial Complaint

  Date:08/27/2025

  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's Sales *** came to my door August 5th to offer a promotional discount for new customers for pest services. The *** told me verbally that I could reschedule, postpone, or cancel my service at any time, for any reason. Apparently, this is not true and is not what is stated in the agreement they ask you to sign. The agreement states that you are bound to a 1-year agreement of quarterly treatments at $180 each treatment ($720 value), and early cancellation results in a $250 termination fee. While signing this agreement, I was told by the *** that I was signing for consent to same-day treatment, and also to provide consent for their treatment technician to open my gate and enter my backyard, as I wasn't going to be home at the time of service later in the afternoon. Not a word was said that I was signing a 1-year contract for continued treatment, this was portrayed as consent for day-of services only. I was not made aware of this policy until I called today to reschedule my upcoming service, and the customer service agent told me there was a charge for rescheduling. I was told there was no charges for rescheduling by the sales ***, and through conversation with the customer service agent, found out about the charges required for cancellation as well. Their sales *** mis***resented the document I was signing and blatantly lied about being able to reschedule or cancel at any time. This is a predatory sales practice and a gross mis***resentation of the agreement they offer.

  Business Response

  Date: 08/28/2025

  Hi Caitlyn,
  Thank you for bringing this matter to our attention and giving us the opportunity to assist you. First, I would like to sincerely apologize for any inconvenience this has caused. We understand your frustration, especially regarding the feeling that something was not clearly communicated.
  We strive to maintain clear and transparent communication with our customers throughout the sign-up process. Our enrollment process includes several steps to confirm this:
  Verbal Agreement: Our representatives explain all terms during the initial conversation.
  
  
  Written Confirmation: Customers receive a copy of the signed agreement the same day, along with a 3-day cancellation window for review.
  
  
  Welcome Text: Customers receive a summary of the service plan and cancellation policyincluding details about the Early Termination Feewhich requires confirmation.
  
  
  We have also verified that you responded to the welcome text, agreeing to the terms and conditions, and that the Early Termination Fee is valid.
  Upon reviewing your account, I confirmed that it is closed with no pending balance, as the charge has been paid. However, we take your concerns seriously and want to investigate further. If you could please provide any documentation or proof that our team did not properly communicate the Early Termination Fee, it would help us resolve this matter and take appropriate action.
  Thank you for your understanding and cooperation.
  Best regards,
  
  

  Customer Answer

  Date: 09/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [I dont have written documentation of the agreement being mis***resented because the sales *** stated everything to me verbally. He zoomed in on the area I needed to sign, so I couldnt read the full contract. He also scrolled past the text message on my cell phone when it came through and told me to ***ly with 1 to confirm my service for that day, not that it was further agreement to a contract. I am in the process of trying to get the security camera footage of the conversation I had with their sales ***.
  
  Regards,
  
  ******* ****

  Business Response

  Date: 09/03/2025

  Hi Caitlyn,
  Thank you for your response. I understand that you dont have written documentation of the agreement since much of the information was communicated verbally by the sales representative.
  We want to ensure we fully understand the situation and resolve this matter fairly. If you are able to provide the security camera footage of your conversation with the sales **** it would greatly assist us in reviewing your case.
  Please let us know if you need any assistance or have any other questions.
  Best regards,

  Customer Answer

  Date: 09/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ******* ****

  Customer Answer

  Date: 09/08/2025

  I was unable to get ahold of the security camera footage. I do not accept the business response as given, as they refuse to accept responsibility for their sales **** false statements though there are hundreds of reviews posted online that state the same exact experience. I reported this interaction to the ********************************* and got my $250 refunded as part of their investigation. This case can be closed if needed, but I do not accept the businesses last response as adequate. They continue to argue that their **** dont lie when theres hundreds of accounts just like mine stating otherwise.

  Business Response

  Date: 09/10/2025

  Hi Caitlyn,
  Thank you for your response. I understand that you dont have written documentation of the agreement since much of the information was communicated verbally by the sales representative.
  We want to ensure we fully understand the situation and resolve this matter fairly. If you are able to provide the security camera footage of your conversation with the sales **** it would greatly assist us in reviewing your case.
  Please let us know if you need any assistance or have any other questions.
  Best regards,

• Initial Complaint

  Date:08/21/2025

  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.

  ****** with no contract to a pest control service. Told by the sales guy that we could cancel at any time. When we tried to cancel after one year were told we had a 2 year contract and were charged more than $200. The contract they sent has forged signatures on it.

  Business Response

  Date: 08/25/2025

  Hi *******,
  Thank you for reaching out. Were sorry to hear about your experience and appreciate the opportunity to address your concerns.
  We want to clarify that our onboarding process includes multiple steps to ensure transparency and informed consent:
  Verbal Agreement Our representatives are trained to explain the terms of the service agreement clearly, including the duration and cancellation policy.
  
  
  Written Confirmation A copy of the agreement is sent via email the same day, which includes a 3-day window for cancellation should the customer wish to reconsider.
  
  
  Welcome Text Message This message outlines the service details, including the egg cycle treatment, the annual commitment discount, and the terms regarding cancellation. Our records show that a response was received confirming agreement to these terms.
  
  
  Regarding your concern about the contract and the claim of forged signatures, we take this very seriously. If you believe the agreement was not properly authorized or was misrepresented in any way, we ask that you provide any relevant documentation or communication that supports your claim. We will be happy to review it thoroughly.
  At this time, your account remains open. Please let us know how you would like to proceed, and well do our best to assist you.
  Best regards,
  
  

• Initial Complaint

  Date:08/19/2025

  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.

  They used to be effective, but this new guy who whoever they send to my home does not spray the areas effectively and ive been getting more pests and bees all over my home. Im wasting money with them and I would like someone else to repsray my home or for them to refund my money as im paying for no reason

  Business Response

  Date: 08/19/2025

  Dear ******,

  We truly value the trust youve placed in us and are very sorry to hear you havent been satisfied with your recent service. Your comfort at home is important to us, and we want to make this right as quickly as possible. Well be sending a different technician to complete a touch-up service so that your property gets the thorough treatment it deserves.
  
  We will be in touch shortly to arrange a convenient time for this visit, and well make sure your pest concerns are properly taken care of moving forward.

  Regards,

• Initial Complaint

  Date:08/19/2025

  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.

  The salesman for EcoShield came to my residence on June 10, 2025. He described his pest service and said it would be performed quarterly. I told him that I thought I already had an existing service that covered the same activity. I agreed to have ecoshield perform the first service and told him I wanted to explore if the services were similar to what I already have from another company. He presented the contract on an ipad. He made it sound like it was easy to cancel. He failed to mention that they charge $250 if you cancel before the full year. The sales tactics are misleading and deceptive. He was also quite pushy in his sales tactics. He started listing off neighbors that were his clients and showed me a map of all the houses they service in the area. I have since asked other neighbors and they have had similar experiences with misleading and lack of disclosure. When I tried to cancel, Ecoshield made it very difficult. First, I tried using their portal but the cancel feature did not work. Then, I sent an email. They sent an email wanting to know why I wanted to cancel. Then they began calling me repeatedly saying they could not cancel my account without talking to me first. I did not reply as I do not think it is necessary to have multiple discussions about a clear request to cancel. The most recent phone call and now a letter told me that I owe them $250 for cancelling my account. The cancellation fee was not clearly communicated. I believe this company engages in illegal sales tactics.

  Business Response

  Date: 08/21/2025

  Dear *****,

  Were sorry to hear about the challenges youve experienced and appreciate the chance to address your concerns directly. Our records show that services began on June 10, 2025, under an annual service agreement, which includes quarterly treatments and outlines a $250 early termination fee if cancelled before the year is complete. The agreement is reviewed and signed digitally at the time of enrollment.
  
  We understand your concerns regarding how the terms and cancellation process were communicated, and we regret if this caused any frustration. While the account does reflect the $250 early termination fee, we would be glad to discuss your situation further to ensure you feel heard and supported.

  Regards,

  Customer Answer

  Date: 08/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  EcoShield solicited at my home and provided misleading communications when signing up for their services.  They did not explain the cancellation fee and made it sound like it would be easy to cancel.  In their response to my complaint to the Better Business Bureay, EcoShield provided no resolution except that they would be glad to discuss your situation further to ensure you feel heard and supported.  I have already communicated that I want to cancel the service and have also communicated that their practices are pushy and misleading.  If they want me to feel heard, then they should read the complaint, listen to the feedback and provide real resolution by removing the $250 cancellation fee that was not communicated during their sales pitch.  
  
  Regards,
  
  ***** *****

  Business Response

  Date: 08/22/2025

  Dear *****,

  Thank you for sharing your concerns with us and giving us the opportunity to review your experience more closely. We regret that the sales process and cancellation terms did not feel clear to you and understand how this has caused frustration. Your feedback is important, and we will be addressing it with our sales team to ensure that future communications are more transparent and comfortable for customers.

  As an act of goodwill, we have waived the $250 early termination fee and closed your account with no balance due. We hope this resolution provides peace of mind, and we appreciate the chance to learn from your feedback so we can continue improving the experience we provide.

  Regards,

  Customer Answer

  Date: 08/26/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** *****
  

• Initial Complaint

  Date:08/13/2025

  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.

  Signed up for Ecoshield on April 30th When filling out contract employee entered in my initials for all initialed portions and didn't review any cancellations.The amount of services and cost were also misrepresented during this time.Had initial service done on 05/02/2025 with follow up on 05/29/********* service was scheduled without any confirmation or contact to me.Have not been satisfied with performance of product and cost so working on cancellation of service. Now informed I will be charged a $250 cancellation fee which was initialed by the employee during set up of contract and never discussed or reviewed.

  Business Response

  Date: 08/14/2025

  Hi *******,
  Thank you for reaching out to us. We sincerely apologize for any inconvenience this situation may have caused and appreciate the opportunity to assist and clarify.
  We understand your desire for transparency regarding the service you received. At EcoShield, we strive to provide clear and positive communication with all our customers. Our team members are trained to ensure transparent and professional interactions.
  To maintain this transparency, we follow a thorough three-step verification process:
  Verbal communication with our sales representative clearly explaining the terms,
  
  
  Providing a copy of the signed service agreement on the same day for your review,
  
  
  Sending a welcome text outlining the terms and conditions, including the Early Termination Fee.
  
  
  I have noted that you responded  to the welcome text, acknowledging and agreeing to these terms.
  Regarding the call on August 13, 2025, from our representative, we reviewed your account and confirmed the validity of the signed contract. Therefore, the Early Termination Fee applies and cannot be waived.
  I have also confirmed that your account is now closed, with all charges paid and no outstanding balance.
  While we regret your decision to cancel the service, we respect it and appreciate your past business.
  Please feel free to reach out if you have any further questions or concerns.
  Best regards,