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Initial Complaint
01/17/2025
Complaint Type:
Order Issues
Status:
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.
Agreement was misleading and promises by salesman were not fulfilled, he would not return calls. Unable to cancel agreement after ineffective service. They mishandled my payment information, then threatened with collections. Biggest ************ I have ever dealt with!!!
Business response
01/22/2025
Hi ******,

I want to sincerely apologize for any possible miscommunication and runaround you encountered with our company. After reviewing your account it looks like everything has been shut down and there are no fees on the account. If there is anything else we can do for you, please let me know.
Initial Complaint
11/27/2024
Complaint Type:
Customer Service Issues
Status:
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.
The company contined to take money from me while providing me poor and inconsistent service and customer service. Once I pointed out my concerns, and they had to service my home, they put ficticios information in my Account notes, said they dos things they pro idee Services they dos not provide and took my money, and droped me as a Customer With no cause or notice. I was only using Services I paid for. Now they have my money and they said they are going To no longer service my home and have stopped communicating With me. Of i am not receicibg Services With no cause i should be refunded. Please help!
Business response
11/27/2024
Mrs. ****** has been a quarterly pest control customer of ours since 5/20/23. She has received multiple services from us, as well as inspections. On inspections she was informed of multiple entry points for mice and that she would continue to have rodent activity until she sealed up the entry points. She declined our proposed exclusion work due to the cost of it. The technician that was sent out to service the property the previous two times has reported back that Mrs. ****** has tried to get him to come and do the work on his own and that she would pay him directly. She also stated that she would not be doing the exclusion work that is required to keep the rodents out and that she would simply keep calling us back out until we give up and do the work on her home for free. She has completed her contracted 12 months service agreement with us and her account is being closed with no remaining balance.
Initial Complaint
11/21/2024
Complaint Type:
Service or Repair Issues
Status:
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.
This company promises bug removal. However, after 3 services, none of which has occured. We still have bug issues. Afterward, I wished to cancel any further applications. They now are trying to charge me with a $200 fee to cancel. The salesman was very aggresive and then proceeded to tell me that I could cancel after three applications with no fee of cancelation. They told me on the phone that I can not cancel. They are very agressive on the phone. Ive noticed Im not the only one who has filed a complaint and have now noticed they have low ratings on BBB. Please take notice of this company. I now have to get a lawyer to fight against this charge. Ive already paid $507 thus far. Now they want another $200 to cancel. Which is just rediculas.
Business response
12/03/2024
Customer has received 3 services from us and never mentioned any ongoing issues with pests in their home. We have a touch up policy where we will come back out to their home at no charge if they are seeing activity in between their normally scheduled services. Between the customer signing the service agreement and receiving the first service they are sent the following message "Welcome to the Ecoshield Family!Here are 3 things to know about your service plan:
1. You signed up for Quarterly treatments. The schedule, pricing, and length of your Service Plan are listed on your agreement, which has been provided to you via your email on file. If you did not receive a copy of your agreement, please text us back here.
2. If you need to cancel your agreement, we only ask that you pay back the annual commitment discount that you received on your ****************
3. Your ***************** will occur ***** days after your **************** This treatment is billable, and marks the start of your 100% guarantee. If any of the pests on your agreement bug you between treatments, let us know, and we will come out for a complimentary Touch Up service.If everything looks good, please REPLY YES!If you have questions, please text back questions.For additional assistance, feel free to contact us at ************, by pressing option 2, and then option 1. To OPT OUT of text messages from Ecoshield, please text back STOP."
to which they responded yes. We are more than willing to come out to take care of any ongoing pest issue they are having but they never gave us a chance to resolve their concerns.
Initial Complaint
10/23/2024
Complaint Type:
Service or Repair Issues
Status:
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.
May 6th, 2024, sales rep.Forest ******, solicited services/pest control at my door.I repeatedly told him we were not interested.He stated that our neighbors called for service & wanted to see if we would be interested while they're in the area. I finally agreed, but wouldn't agree to access my account or credit card, they could bill me. The verbal agreement with Mr. Forest ******, was quarterly treatments for $189.00 & if I signed up tonight, a $150.00 discount on activation fee. If for any reason I was not satisfied, call their customer service department they will come back out for free. I can cancel at any time. He presented me with a tablet to sign for service to begin as they would be by in two days. May 9th, service by ****** *****, treating the exterior of my home, primarily ants on my fruit trees. I promptly paid $189.on May 10th. I was told by Mr. ***** that they would be back in 30 days to treat my home again as their chemicals do not kill the eggs but adult ants will be killed. 10 days go by and adult ants are everywhere destroying the peaches on my trees. I emailed the service department & filed a complaint that I did not see any improvement with ants and rose mites in my yard. I received a call from Echoshield & was told that they have me scheduled for follow-up treatment on 6/13/24 and they would address the issue. I waited another 2 weeks for treatment satisfaction only to be billed another $189.00 for the follow-up treatment. I was never told nor did I agree to an additional $189.00. I would never agree to pay $378.00 in 30 days for ants, never. I contacted Ecoshield and was told I signed the contract and I have to pay the additional $189.00. I emailed multiple times trying to get resolution. After the second treatment follow up I still had ants everywhere. I cancelled service and requested that they remove the additional $189.00 charge. Two weeks later I receive a bill for $348.45. They removed the Discount because I cancelled their service.
Business response
10/25/2024
Hi *******,

Thank you for reaching out with your concerns. I want to sincerely apologize for any possible miscommunication during the time of sign-up. For situations like these where information can be quickly ran through or mistakenly missed, we send out a welcome to the family text highlighting the three most important details of our contract, which lists the type of contract you are on, the billable cycles, and the cancellation process which states if you decide to term your contract, you are responsible for paying back the discount given to you at the time of service. All of this information was sent in a text which was acknowledged and agreed to when you responded "Yes" to that message.

Given the situation, I am truly empathetic and understand where you are coming from. Unfortunately, this is a valid charge and we unfortunately cannot waive/refund the cancellation fee.

Best,
Customer response
10/29/2024
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 was not afforded the time to adcately review the contract due to your sales person wanting me begin service in one day. This is why I wouldn't allow direct access to my credit card for payment. I explained to him that I had never heard of Echoshield and wouldn't have time to check your company out, look at reviews, etc. He had to get management permission to invoice me instead of automatic payments. This took an additional 20 minutes. I would hope you have this on record. He finally got permission to invoice and if I signed that night for service the next day, I would get the $150.00 activation discount. Which I think is a bogus fee anyway, you provide a service, you don't activate anything. You pushed for immediate contract signing without the time to review only to find fees that were not discussed or agreed upon. I had a verbal contract with your sales person and that is what I am holding ********** responsible for, your sales person made false claims, pressured a quick sale for a discount, and quoted me a price of $189.00 quarterly. If I wasn't satisfied, I could cancel services at any time. I was not satisfied with the two attempts on insect extermination, I cancelled service. I am already out $189.00 and had to treat my own yard. Please remove these charges from my account as I do not owe Echoshield anything. Echoshield owes me an apology!

Regards,

******* *****
Business response
11/04/2024
Hi *******,

Thank you for reaching back out. Like stated in my response before, we send out a "welcome to the family" text before you even start/receive your treatments. We send that out with all the information needed for the contract to either remind you, or give you a clear understanding to what you are agreeing to. Also on top of that we give you three days after your initial appointment to cancel without penalties which also was not done. We cannot refund your cancellation fee at this time, I do apologize.

Best,
Customer response
11/05/2024
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 strongly disagree, only one day between solicitation and service. Sales person stated I had to sign that evening to get the discount as they were serving my neighborhood. The discount that you are now trying to collect. Verbal contract with your employee stated discount, quarterly billing, cancel any time no penalty. You need to honor the agreement solicited by your employee.

Regards,

******* *****
Initial Complaint
10/10/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On 6-17 I agreed to a pest service that says you can cancel within 3 business days. Cost was $189.00. I canceled the next day and they still refuse to return the money they took after canceling. I have everything in writing . So either they need to return the money OR change their language in their contract . Its mis leading to consumers. Thank you
Business response
10/10/2024
Hi Anthony,

Thank you for reaching out with your concerns. I want to apologize if our verbiage became confusing at any point. The point to the three-day right is to let you know you can cancel your account with no fees at the time of closing. You are responsible for all service charges no matter when they are rendered. We are unable to refund the service charge, but your account is closed and you were not charges a cancellation fee. If there is anything else we can do for you, please let me know.

Best,
Customer response
10/10/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22405653, and have determined the response 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,

Anthony Boulse
Business response
10/14/2024
I have attached and highlighted in the agreement where it clearly states "However, I acknowledge that if I cancel this Agreement within the three-day period after the Initial Service has been performed, the cost of my Initial Service will not be refunded." This was initialed by the customer.
Customer response
10/14/2024
Better Business Bureau:

I have reviewed the response made by the business and these sheets if a service they provided is false. I have cameras at home and they made that sheet up. So even if I don’t get the money back they did no service . This is so people know what they really do Thanks

[Provide details of why you are not satisfied with this resolution.]

Regards,

Anthony Boulse
Initial Complaint
09/30/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
A salesman came to our door selling pest control. The salesmans name is ****** and he stated to me and my wife that EcoShield was offering a $189 introductory price for three months of pest control and we could cancel the service after the three month trial date expires with no issues. We agreed and paid the $189 for three months of service. The following month, EcoShield arrived and spent about 10 minutes at our residence, only outside. They did not come inside to spray like they did the first time. My wife and I agreed that was why the price was so cheap. That was not the case! EcoShield proceeded to charge us $189 for the follow-up visit. I called EcoShield and pushed back on the charge since salesman clearly stated that there was only a one time price of $189 for three months of service. The representative stated that EcoShield has a problem with their sales team misrepresenting the companys service and they are aware of it. That was the best explanation EcoShield would give me and that I was on the hook for the $189 second visit and if I wanted to cancel a contract that I was unaware of, it would be an additional $150 to cancel early. The salesman(Cayman) apparently set us up for a 24 month contract. Now I am getting calls constantly from EcoShield wanting money for a fraudulent contract and emails stating that they are going to contact a third party company to send me to a collection agency. This is a very unfair practice and deceptive!
Business response
10/18/2024
Hi James,

Thank you for reaching out with your concerns. I want to sincerely apologize for any possible miscommunication during the time of sign-up. For situations like these where information can be quickly ran through or mistakenly missed, we send out a welcome to the family text highlighting the three most important details of our contract, which lists the type of contract you are on, the billable cycles, and the cancellation process which states if you decide to term your contract, you are responsible for paying back the discount given to you at the time of service. All of this information was sent in a text which was acknowledged and agreed to when you responded "Yes" to that message.

Given the situation, I am truly empathetic and want to part ways in good standing. With this being said, I am going to do a one time courtesy waive for your remaining balance on the account as an act in good faith. I hope this helps and you are able to find the treatment that is most helpful for your home.

Best,
Customer response
10/18/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22361574, and find that this response/resolution is satisfactory to me.

Regards,

James Rodriguez
Initial Complaint
09/17/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Eco Shield is not transparent with their terms or payment information. I was never told about a second charge & was not informed that we would be in a 24 month contract. Their door to door sales people are poorly trained. I should not have to have a law degree to understand what I am paying for. I listened to the sales person & agreed to what he told me which did not line up to the terms I was sent via text/email. This feels dishonest and sneaky. I have also continued to have a bug issues regardless of the treatment. When I have called to speak on this, the sales person gave me the incorrect number and caused me to waste even more time. I wouldn't recommend this company but would recommend finding a local company that will be clear & well informed on what services they are providing. We were also promised ******* cleaned out which never happened. Overall disappointed in every angle of this company minus the techs who have all been very kind and respectful. The only thing we would want to see resolved is to be refunded the second payment of $189 which was not explained to us on the day we booked this service.
Business response
10/16/2024
Hi ******,

Thank you for reaching out to us with your concerns. I want to sincerely apologize for any possible miscommunication during sign-up. For situations like these where information can be quickly ran through or mistakenly missed, we send out a welcome to the family text highlighting the three most important details of our contract, which lists the type of contract you are on, the billable cycles, and the cancellation process which states if you decide to term your contract, you are responsible for paying back the discount given to you at the time of service. All of this information was sent in a text which was acknowledged and agreed to when you responded "Yes" to that message. The screenshots of these messages from your account are pasted with this response.Given the situation, I am truly empathetic and understand where you are coming from. However, we unfortunately will mot be able to refund for the services since the text message outlines the egg cycle being billable, and you acknowledging it. Please let me know if there is anything else we can do.

Best,
Initial Complaint
09/06/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On 6/12/24, Dalis with Ecoshield Pest Solutions, knocked on the door of my 90 year old Mother to sell her pest control services. Ill add that my Mother, though she does live alone, is in the very early stages of dementia. What she remembers about this is that she was told they would treat for ants, which is the only issue shes ever had. She wrote a check for $180 for this treatment. She doesnt remember signing any kind of contract, though they did email me a contract with her signature when I asked for a copy of this. Also to note, her EXACT signature is in 3 different places on this contract. There is absolutely NO WAY she would have the exact signature 3 times as shes very shaky, which says to me theyve copied her original signature. Theres also a box noting her initials which have been typed, not written by her. In Aug, I was balancing her checkbook and noticed a credit card transaction for $180 to Ecoshield. When I asked her about this, she had no recollection how this happened. After some digging I found she received a letter from them telling her she had a past due balance. After showing her the letter, she remembered calling the phone number on it and was intimidated by whoever it was she was talking to, so she gave them her credit card number, thus the additional charge. She doesnt remember anyone coming out to do this 2nd treatment, nor did she know thered be a 2nd treatment.She says she also told them not to do any more treatments. Today I received an email from them (they had my email address from previously sending me a copy of the contract) stating they havent been able to successfully run payment for your recent invoice. Upon looking this up on their Customer Portal, it shows an invoice for a $250 cancellation fee. Apparently theyre cancelling future services, but penalizing her. Horrible business practice to take advantage of elderly people, she wont be paying this fee.
Business response
10/05/2024
Dear Diane,
Thank you for bringing your concerns to our attention. We understand the situation and have taken steps to address it.

We have waived the Annual Commitment Discount Payback fee of $250, so there is no further balance due. Additionally, our team visited last week for a complimentary touch-up service. We’d appreciate it if you could let us know if you've noticed any changes in pest activity since then.

Please feel free to reach out if you have any further questions or concerns.
Customer response
10/16/2024
The account has been credited but I’ve never had any kind of response from them.
Thank you
Customer response
10/16/2024
The account has been credited. I want them to state in writing that there will be no more future treatments and charges. Thank you
Initial Complaint
08/13/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Company has been treating our home for just over two years. About six months ago, we began noticing issues with service. In spring, when they began their sales pitches going door to door (how they got us as customers in the first place), they came to our house and pointed out all the places our pest control company was failing us. When they handed us their card and said they could do better, it was their own company they were pointing out the missed service about. In July, we had them come out to treat wasp issues. This visit was relatively thorough and we were fine with service. When they came out for regular service in August the week of August 5, they did no follow up for wasps and in fact, left an active hive above our front door jam. Our middle school child found it when he returned home on Thursday, Aug. 8. I immediately called and tried to speak with them and was sent to an out of state customer service hub that could not answer questions or provide immediate follow-up service. For a company franchise that sells itself on being local and offering that service, this was shocking. When I finally got through to the "local" company, someone named **** was the only person I could speak to. While she tried to solve the problem, the general manager, ***********************, refused to speak to me. I asked **** to not send anyone out until I could be home as I had to pick a child up. ****** went to my home, against my request and without speaking to me after I spoke with **** on Friday, Aug. 9. He walked up to my front door, ripped the wasp's nest down and threw it on my front step in pieces--he did not remote it properly from my property. He then proceeded to pound on my door hard enough to terrify my middle schooler who was home alone in the basement on his VR headset. ****** came with the intent to intimidate and not remediate the situation. He continues to refuse to speak to me or return calls or emails. **** has offered 50% off service for work that was not completed.
Business response
08/22/2024
Dear ********,
We regret to hear that your recent experience did not meet the expectations we strive to deliver. We understand how frustrating it can be when service does not go as planned, and we apologize for any feelings of frustration this situation has caused.

To ensure your home is fully protected, we would like to offer a complimentary touch-up service at your earliest convenience. Please let us know a time that works best for you so we can address any remaining concerns.

Thank you for bringing this to our attention, and we appreciate the opportunity to make things right.
Business response
08/28/2024
Upon returning to the office I was notified that **************** was unhappy with service as a wasp nest was missed by the front door, which is understandable. He called in to the office and spoke with our customer service manager who offered a discount to him and he declined. He demanded that I be the one to come out and fix the issue, with use of profane language. I headed towards his home which was about 30 minutes from my office and checked into the account upon arrival. **************** has a large home and as such I knocked in a way to alert the homeowner that I was there. I did not pound on the door as stated but I did knock with sufficient force to be heard. After no answer I went ahead and destroyed the nest as well as the wasps that were on it. I went around the home to ensure nothing else was missed and removed a couple of webs that were not addressed by the technician. When I returned to my truck to fill out the ticket it had already been cancelled in our system. I was not contacted by the office so I had no knowledge of **************** cancelling the service. I attempted to contact **************** twice on 8/13/24 leaving a voicemail on the first one with my contact info and actually getting a hold of him on the second. He was busy at that moment and thanked me for calling him back and explained that he would call me back the next day, which he never did.
Initial Complaint
08/08/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
A salesman came to my door to try to sell me pest solutions. I said I wasnt interested in signing a contract. He said how about a one time only, and I said yes. He led me to believe there was no contract involve. Now the company is telling me I owe them money for canceling the contract
Business response
08/17/2024
Hi ****,
Thank you for reaching out to me with your concerns. I want ot apologize for any possible miscommunication during your sign-up. I checked into your account and saw we sent a "welcome to the family" text which was not responded to. Because there is no way for us to see if this was opened, I will take initiative and waive the fee on your account as an act in good faith. If there is anything else we can do for you, please don't hesitate to reach out.Best,
Customer response
08/18/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.

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

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