ComplaintsforEcoShield Pest Solutions-- Frederick, CO

• Initial Complaint

  07/26/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We were contacted by EdoShield Pest Solutions - Denver North on 4/2023. The company claims to provide eco-friendly pest control. The sales agent indicated that since I am a disabled veteran he would give the service for $179 per application for 1 year. He never indicated that a contract would state otherwise. We initiated service on 4/18/2023 for $189. Subsequent services were as follows: 5/22/23 $179, 8/24/23 $179, 11/28/23 $179, & 2/25/04 $140 all totaling $866. The "Eco-Friendly Pest Control" is ineffective and a complete farce. None of the applications applied deterred or defeated any pest infestations. On 4/2024 we were contacted by EcoShield to begin applications for the 2nd year of service. It was our contention with the company that we no longer wanted to do business with them because their ineffective products didn't prevent the infestations of unwanted spiders, ants, etc. The representative then informed us that by canceling the contract there would be a $200 fee imposed and we were expected to pay that fee immediately. We instantly began contesting the fee and discovered the fee was reimbursement of the original discount GIVEN at the original contract! After prolonged discussions with company representatives, we managed to cancel the contract. That cancellation for confirmed on 5/18/2024 via email from a ************* Specialist. Nowhere in the cancellation was it indicated the $200 fee would be required. After cancellation, we have received 10 emails and 3 letters, all dating from 4/23 to 7/23 from EcoShield demanding the $200 be paid. More than once we responded verbally to the company indicating we were NOT going to pay a dishonest charge that was GIVEN as a discount. In a number of the emails and all of the letters, EcoShield indicated they were unable to speak with us about the charge - NOT TRUE! EvoShield's business ethics and practices are unethical and untrue. Payment of $866 for terrible unscrupulous service is quite enough! We want Eco exposed!

  Business response

  08/05/2024

  Dear ****,
  
  Thank you for sharing your feedback. We strive to ensure all customers have a clear understanding of our service agreements.
  
  When you signed up, you received an initial service discount of $200 in exchange for agreeing to complete the annual plan. If you were unhappy with the results, please know that we offer a 100% service guarantee, which includes free in-between services to address any issues. We regret that we have no record of you requesting a free in-between touch-up.
  
  Due to the early termination of the agreement, the $200 annual commitment discount payback applies. If you have any further questions or concerns, please contact us at ************************************************ so we can assist you.
  
  Thank you for giving us the opportunity to address your concerns.
  
  Best regards,
  Customer Feedback Team

  Customer response

  08/06/2024

  from: ************************* <******************>
  to: *****************************************
  date: Aug 6, 2024, 1:40 PM
  subject: EcoShield Complaint #********
  
  ********************:
  
  In reference to the following response from EcoShield:
  
  Dear ****,
  
  Thank you for sharing your feedback. We strive to ensure all customers have a clear understanding of our service agreements.
  
  When you signed up, you received an initial service discount of $200 in exchange for agreeing to complete the annual plan. If you were unhappy with the results, please know that we offer a 100% service guarantee, which includes free in-between services to address any issues. We regret that we have no record of you requesting a free in-between touch-up.
  
  Due to the early termination of the agreement, the $200 annual commitment discount payback applies. If you have any further questions or concerns, please contact us at ************************************************ so we can assist you.
  
  Thank you for giving us the opportunity to address your concerns.
  
  Best regards,
  Customer Feedback Team
  
  **** and I submit the response (attached) submitted to the EcoShield collection agent:
  
   A.R.M. Solutions
  P.O. Box 2929
  *******************-2929
  ************
  
  It is our contention that the charges from EchoShield are unwarranted and we absolutely dispute the $200.00 claim as valid. EcoShield continuously refers to the "initial service discount of $200" as an agreement to complete the annual schedule that EchoShield insists is contractual beyond 1 year. We contend a discount that is applied to a contract for services is ******** to the pricing model of any business, it is an incentive and invitation to do business. Business practices, such as those of EcoShield, preclude a consumer from knowing the full extent of a desired relationship until services are rendered and determined to be unsatisfactory to the consumer. Contract cancellation is the natural course of ending a business relationship, which we chose to do prior to honoring our 1 year commitment. We, knowingly, did not commit to beyond 1 year as we were verbally induced by the promise the contract was for 1 year. Outr written contract was not physically received until after the EcoShield ineffective and insufficient services began. We reluctantly complied with the 1 year contract even though the EcoShield services proved to be substandard at best and false and predatory at worst. (please review our attached payee transaction sheet which fully supports our contention that we complied with the agreement and paid $866.00 in the 1 year period) We reference BBB to a vast block of BBB complaints about this company and its business practices, It's time victims of this company (EcoShield) receive their just due.The gauntlet has been laid and the fight must happen. Being an 80 year old disabled veteran doesn't allow unscrupulous predators to attempt to extort unearned dollars from trusting and unaware clients, IT IS TIME TO END THIS AND FIGHT IF WE MUST!!
  
  Thank you for your assistance
  
  **** and *****************************
  *********************************************************************-3200
  ************
  *******************.

  Business response

  08/13/2024

  Dear **** and *******,

  While we found that our sign up procedures were properly followed, we have decided to waive the $200 balance as an act of goodwill. There are no other charges and the account is closed.

  Customer response

  08/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  **** And *****************************

• Initial Complaint

  07/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was approached to receive services at my new home on the day we were moving in on 6-28-24. The salesperson was aggressive and used scare tactics. I initially agreed to have a service appointment that afternoon. Within 30 minutes I contacted the agent to reschedule so I could have time to review the contract (see texts). I was told sorry, the person already came and did their service while we were taking our Uhaul back to our other house (the agent knew we were leaving which was why we had agreed on a later time). I requested the service not happen but the agent said it was too late. I followed up during the week (within my cancellation window) and asked to change the terms or to cancel and was told that they had been updated and I just had to wait to see that. I have now learned they were never updated, instead the agent made a second account, which is why it never showed up. I called on 6-23-24 and requested a cancellation of the service. I believe I should not have to owe a cancellation fee as the initial service was not correctly done and not at a time when I was home to verify that anything was done, in addition to the sales agent misrepresenting the service agreement change when I discussed canceling. They made no effort to help me and took advantage of the moment of a new home owner during move in. Attempts to stop service and change service were misrepresented and thwarted. The person who said they came to my house at 3pm for service on 6/28 lied as the texts show that they claimed they showed up at 2pm when they knew I wasnt there, but the report they submitted claimed 3pm. I spent almost an hour on a call to try to cancel and got no help. I was told I would be charged $200 to cancel which is now on my account. It was only after that call I realized they did not disclose the issue was they made two accounts in my name without my permission. I am requesting the $200 fee be waived and would like confirmation that no service remains open in my name.

  Business response

  08/14/2024

  This is a duplicate complaint, please advise. 

  
  22032558 *********************************** Meridian ID ********************
  22035104 *********************************** ********************** BBB

  Customer response

  08/14/2024

  Complaint: 22035104
  
  I am rejecting this response because:

  I do see a duplicate but that is not an answer to my concern which was not addressed; I originally submitted a complaint but got a message that the complaint could not be delivered and so I had refilled the information out with the updated address. This issue has not been resolved. I would like a response regarding my request.

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

  Customer response

  08/14/2024

  The response was that there was a duplicate complaint; I submitted a complaint assigned ID ******** and received a message it was undeliverable and nothing could be done. I resubmitted the complaint with their updated address assigned ID ********, which appeared to succeed in having the request sent, but then apparently it worked for the other after my message, too. I would like case 22035104 to stay open for them to resolve, but am ok if BBB deletes the initial duplicate. Thank you for your help.

  Business response

  08/23/2024

  Dear *******,

  Thank you for bringing your concerns to our attention. After carefully reviewing your account and the issues youve described, we have taken the necessary steps to resolve this matter. The $200 balance on your account has been waived, and your account is now closed.
  
  If you have any further questions or need additional assistance, please don't hesitate to reach out. We appreciate the opportunity to address your concerns.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  An Ecoshield salesman rang our doorbell 2-3 times today. We have a "no soliciting" sign stuck to the middle of the door where no one can miss it. He said he wasn't selling anything and said, "You thought you had one over on me there, huh," when I pointed to the sign. His manner was not polite.

  Business response

  06/26/2024

  Dear Gloria,

  Thank you for reaching out. We want to sincerely apologize for the unprofessional interaction from one of the contracted summer sales reps. Would you happen to have any details regarding their name, or the day, time, and neighborhood this took place in?

• Initial Complaint

  05/14/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing to express my deep dissatisfaction and frustration with the recent conduct of one of EcoShield's sales representatives. Today, May 14th 2024, I experienced a blatant disregard for my clearly posted No Soliciting sign. Despite the sign being prominently displayed at my front steps, their representative knocked on my door and attempted to solicit their services. This individual was seen looking directly at the sign before proceeding to tell me that he was doing work for my neighbor across the street and solicited me. This behavior is not only unethical but also shows a complete lack of respect for potential customers and their privacy. It is unacceptable for any business to ignore such clear boundaries, and it reflects very poorly on their company's integrity and professionalism. As a result of this experience, I will not be considering their services now or in the future. I have also taken the liberty of posting an online review to warn other potential customers of their company's unethical sales practices.

  Business response

  05/22/2024

  Hi Bradley,

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration you experienced due to the actions of our sales representative on May 14th, 2024. Your feedback is extremely valuable to us as we strive to maintain the highest standards of professionalism and respect for our potential customers' privacy and boundaries.

  We understand your decision not to consider our services in the future, but we hope that this isolated incident does not reflect our overall commitment to customer service and ethical business practices. We genuinely regret that your experience with us was negative, and we are committed to making necessary improvements.

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have attached a word document explaining my complaint. Please let me know if I need to provide any other information I noticed you have the business in Englewood, here is the correct address and phone number of the business I am filing a complaint against. Ecoshield Pest Solutions 7275 S Revere Pkwy, #804 Centennial, CO 80112 Ph. 720-928-3941

  Business response

  03/08/2024

  BBB,

  This consumer is a customer of the Denver North office in Frederick CO, please transfer the complaint.

  Business response

  03/22/2024

  Dear Diana,
  
  I hope this message finds you well.
  
  Thank you for reaching out to us. We appreciate the opportunity to address any questions or concerns you might have. After conducting a comprehensive review of your account, we are pleased to confirm that all sign-up procedures were correctly followed.
  
  Enclosed, please find a copy of the Service Agreement that was thoroughly reviewed, signed, and subsequently emailed to you. For your convenience, we've also attached a copy of the 2-step verification text messages that confirm your understanding of the agreement, including details about the annual commitment discount and the conditions that apply should you decide to cancel the agreement prematurely.
  
  If you have any further questions or need additional clarification, please don't hesitate to contact us. We're here to ensure your experience with us is smooth and satisfactory.

  Customer response

  03/23/2024

  Complaint: 21397519
  
  I am rejecting this response because:

  I do not believe that I owe this money based on what I was told when Justin Madrigale came to my door to offer the service.  I told him I didn't want a contract, that I only needed the service once to get rid of the yellow jackets.  And he assured me I could cancel after the January, 2024 spraying.  They did 4 sprayings by February, 2024.  I explained in my previous letter that when I called in December, 2023 to cancel (I knew I had to have one more spraying.  I told them to cancel after the next spraying).  The gentleman I spoke with told me I had one more spraying, but when I called EcoShield again after the February spraying, I was told I still needed to have 2 more sprayings before I could cancel without a penalty.  That did not make me happy.  I have also been given 2 different reasons for the $150 fee.  One that it's an early termination of contract and the other that the $150 is due to a discount they gave me.

  When Justin came to my door and talked to me about the contract, he had the contract on a table, with small lettering and 3 or 4 pages.  It's hard to read, and there is an urgency for you to sign it.  He explained to me what the contract said and I believed him.  Also, I have talked to people from EcoShield several times and explained why I am not paying, and they will not offer me any other options.  I offered to pay them $80 to close this out due to my budget, and they said they could not do that.

   

  
  Regards,
  
  Diana Vasquez

  Business response

  04/02/2024

  Dear Diana,
  
  We understand there might be some confusion, and we're here to provide clarity and assistance. The charge of $150 relates to the annual commitment discount payback, which applies due to the early termination of the agreement. This discount was initially offered to you as a benefit for agreeing to fulfill the terms of the agreement. With the agreement now being canceled ahead of schedule, the policy requires that this discount be returned.
  
  For your convenience, the Agreement was sent to your email, allowing you to review it in detail. You have the capability to zoom in and out for better clarity. We noted that during the 3-day review period, no questions or concerns were raised, and confirmation was received indicating your understanding of the terms.
  
  We appreciate that the $150 charge may not be easily accommodated within your budget at this moment. Please feel free to reach out to our team to discuss a possible payment plan that works for you. Should you have any additional questions or further concerns, do not hesitate to let us know. We're here to help in any way we can.
  
  

  Customer response

  04/02/2024

  Complaint: 21397519
  
  I am rejecting this response because:

  I feel like no one in EcoShield is listening to ME1.  EcoSchield keeps coming back with their own responses without mentioning or addressing why I feel I do not owe this money.  No one mentioned the "discount" to me until after they were trying to collect the $150, not when they came to my door to offer me the service.  Does EcoShield allow their employees to present the contract the way they want to make a sale?  The contract is kink of long, 3-4 pages, they present it to you in a tablet, which is too small to read.  Justin, the man who came to my door to offer the service, explained the contract to me because it was too long and the letters too small to see.  He never mentioned the discount, he said he was able to give me a good deal because he was doing my neighbors yards as well.  He also told me I could cancel after the January, 2024 spraying.  I called EcoShield in December, 2023 to tell them I wanted to cancel after the January spraying.  They told I had one more spraying, which I knew (January, 2024).  They came to spray in February, 2024 and after that spraying, I called EcoShield again to tell them I wanted to cancel, at which time they told me I had two more sprayings to do before I could cancel.  I called Justin Madrigale, the man who came to my door, but he never answered.  I don't feel the company is very trustworthy at this point.  Can you please address my concerns and not just come back telling me I owe $150.  Somethimes the staff at EcoShield tell me that I owe it because it's an early termination penalty and sometimes they tell me it's a discount.
  
  Regards,
  
  Diana Vasquez

• Initial Complaint

  12/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Your "letter" claiming we have an outstanding debt to EcoShield Pest Solutions is simply fraudulent. Please cease this baseless harassment Immediately. Dealing with this company has
  already been a sufficient source of stress to age me well beyond my nearly 80 years of age. I'm not even sure what your claim of an outstanding debt of $139.00 is based upon.

  Enclosed with your form and this letter is a copy of an excerpt from a chain of text messages wherein "Ron" and I agree upon adjusted pricing for his company's services (just one small
  sample of a long struggle to communicate with this company via its standard strategy), and a requested review of EcoShield's first provided service in which I restated our billing struggle.
  Also enclosed are copies of 3 checks sent to, received by, and cashed by EcoShleld totaling more than you claim we owed EcoShield: $317.50 instead of the claimed $238.50. Please
  Immediately send us the $79 we over-paid.

   

  Customer response

  12/14/2023

  From: RANDALL DONAHOO <[email protected]>
  Sent: Tuesday, December 12, 2023 5:40 PM
  To: Vanessa P <[email protected]>
  Cc: Sandy Donahoo <[email protected]>
  Subject: Complaint 20961884
  
  Dear Vanessa P, Resolutions Consultant:
  
  Thank you for your letter of December 6.  You asked me to keep you posted should the complaint get resolved and it appears that may be the case.  Attached is a follow-up invoice reduction from A.R.M. Solutions Inc in which the company now claims I only owe $30.  
  
  Upon receipt of this adjusted invoice, I recalled that a local office personnel had extended me a discount in that amount upon learning of my dissatisfaction with our contract and the massive hassle I felt I'd been subjected to in getting it resolved in a mutually suitable way.  Unfortunately, I have no documentation of that discount, and perhaps the company's (EcoShield Pest Solution's) billing office never saw documentation on that either.  I chose not to debate the $30 and sent them a check.  I assume that will settle the matter.
  
  If I receive further communications from ARM, I will be back in touch.  Thank you for your support.
  
  Randall Donahoo
  303-601-1687

• Initial Complaint

  12/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On July 24th 2024 a salesman cold called (in person) me at home (despite my No Soliciting sign by my door) persuading me to sign up for a one year pest control service. I was told that the charge for my first service (that same evening) would be $189 less a $150 discount, with the understanding that if I was to cancel within the year I would need to pay that $150 discount back, which seemed fair to me. The next day I found that EcoShield has a terrible reputation, and there are better deals available. I decided to cancel and switch to another company, despite knowing that I would lose my $150 discount for this initial service. I then discovered that my initial charge (which i paid in full) was $189 - I did not receive the promised discount. I therefore presumed that this transaction was now complete. However, on August 1st I received a bill for $150 "CANCEL ACCOUNT (3703 Keplinger Lake Drive) + Annual Commitment Discount Payback". As per our agreement, I am not responsible for this $150 charge again.

  Business response

  11/27/2023

  BBB,

  Please transfer this complaint to the correct business in Frederick Co. Our branch only services south of Denver Co.

  Customer response

  11/27/2023

  Apologies, I didn't know that this should have been directed to the Frederick Colorado office.  Is it possible for you to transfer the complaint to this office instead please?

  Business response

  12/08/2023

  
  Hi Graham,
  
  Thank you for reaching out with your concerns. To provide you with more information, we are attaching the Service Agreement that was thoroughly reviewed with you during the sign-up process.
  
  Regarding the initial quote, it was $339, but you received a discount of $150, which reduced the initial invoice to $189 for you. We believe in transparency and ensuring that our customers have a clear understanding of their pricing.
  
  If you have any additional questions or concerns, please do not hesitate to reach out. We are here to assist you and address any inquiries you may have.

  Customer response

  12/09/2023

  Yes, there was an extensive agreement which I signed, but I went on good faith of the door-to-door salesman, I didn't keep him waiting there a half hour while I examined it in detail.  I doubt very much that anyone in their right minds would.  This is why unsolicited sales are simply a bad idea, and I wish I hadn't fallen for it, as I can see from other BBB reports that many others have and regretted.  This is not a matter of the amount paid here, but of principal.

  Customer response

  12/11/2023

  Date Sent: 12/9/2023 7:32:20 PM
  Yes, there was an extensive agreement which I signed, but I went on good faith of the door-to-door salesman, I didn't keep him waiting there a half hour while I examined it in detail.  I doubt very much that anyone in their right minds would.  This is why unsolicited sales are simply a bad idea, and I wish I hadn't fallen for it, as I can see from other BBB reports that many others have and regretted.  This is not a matter of the amount paid here, but of principal.

  Business response

  12/15/2023

  BBB,
  
  As previously stated by the customer, they were informed about the $150 annual commitment discount payback and the terms associated with it, including the requirement to pay it back if they choose to cancel their agreement prematurely. It's important to note that the customer has not had a negative experience with our business; their decision to cancel was solely influenced by the reviews of others.
  
  Regrettably, we are unable to waive the $150 annual commitment discount payback in this case, as it aligns with the terms and conditions agreed upon by the customer.
  
  If you require any further information or have additional inquiries, please feel free to reach out to us. We are committed to addressing any concerns or questions you may have.

  Customer response

  12/15/2023

  Complaint: 20915436
  
  I am rejecting this response because:

  The salesperson came in person, despite our No Soliciting sign on the door, and I took what he said to be the truth, as explained in my original complaint.  At the end of a long day of work I was not going to read through a lengthy agreement while he stood there, after he presented the offer to me.

  Apart from the dishonesty here, the amount I have paid already was more than enough for someone to squirt some bug spray for 15 minutes!

  Disgusting sales ethic in my opinion.

  Regards,
  
  Graham England

• Initial Complaint

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In July I had a sales person knock on my door for pest control services. I wasn’t completely happy with the service I had at the time so I listened to the sales representative. We discussed the problem I had been having with ants and the rep assured me that they would take care of it and explained their process. I also asked about mice since we often get a mouse in the garage when temperatures drop. I was told any problems we were having on the interior of the home would be covered under this plan. I also asked, since my current service at the time included this, if they would place steel wool or address where mice are coming from. I was told this would be included for no additional charge. I also discussed the term of the contract. I was told it was a 24 month contract to “lock in the rate”. I told the rep that we did not plan on living in this home for that long and asked for a shorter term. The rep then said that I could cancel after 1 year for no charge. We also discussed wasp hives. I was told they were included in the plan. We signed up based on the representations made by the rep. Today, after about 2 weeks of trying to get them out to address a mouse, I was given a quote for almost $7,000. To my surprise I found out that my plan is nothing like the plan we were sold on. When I mentioned this to the employee this morning, he said it was an ongoing issue that sales reps are misrepresenting their services. Yet nothing has been done to rectify this situation. I tried calling the office. I explained the situation and the office representative told me “I’m sorry that that is the way the plan was described to you but that’s not what it covers”. I was then told that all the associate can do is apologize. I asked to speak to someone higher up and was told I would need to wait for a return call at a later date. If two employees are acknowledging that the plan I was sold was grossly misrepresented, I should be let out of the contract with no penalty/fee.

  Customer response

  11/02/2023

  Hello, I was in contact with the business today as they sent out a representative without my consent. I denied services and sent the technician away. I got a phone call from the office saying that I could cancel my plan for $150. I declined to pay anything. I just received an email that they have charged my account for $150. I did not authorize this charge on my card. This behavior is unbelievably unprofessional, unethical and this business should be shut down. 

  Business response

  11/15/2023

  BBB,

  This consumer is from Evans CO, which is outside our service area. Please relocate to the business in Frederick CO.

  Business response

  12/20/2023

  from: Customer Feedback <[email protected]>
  to: Clay Andersen <[email protected]>
  date: Dec 19, 2023, 3:24 PM
  subject: Re: Response Required | BBB Complaint ID 20810163
  
  Hi Brianna,
  Thank you for providing us with your feedback. We want to sincerely apologize for the billing error that occurred. The $150 annual commitment discount payback should not have been charged without your approval. Due to this, we accepted a chargeback with your bank on 11/16/23 and are waiting to hear back from them. On your end, you should have already received a refund from your bank on your statement.

  Customer response

  12/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  Brianna Rowley

• Initial Complaint

  11/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We had engaged this company for pest control (i.e., quarterly sprayings) for the past couple of years. In July 2023, we became unhappy with their service and called to cancel it. They have an off-shore call center for customer service, and when we reached someone, they made it hard for us to cancel, transferring us to a pushy salesperson type. However, my husband was emphatic that we wanted nothing more to do with this company, and he was told the cancellation had been processed. Despite our cancellation, they came to our house and sprayed again (without asking; they simply did it outdoors.) And in the last 2 months, we've received texts, emails and letters asking for payment for the quarterly service. When my husband called the call center, they claimed we had only canceled part of our service, which is untrue. (He could not have been more emphatic that we were done when speaking to the pushy salesman type.) And then he was told that his call could not be forwarded to the person who would be able to process our cancellation. After receiving a letter on 10/30/23, I called the call center and stated that we would not be paying this bill due to our previous cancellation given over the summer. The person said this would be reflected in our file, but I'm doubtful. I simply want to make sure this company stops chasing us for payment -- and that they acknowledge our cancellation. Unfortunately, it seems like submitting a BBB complaint is the only way of reaching someone in their local office. Update: I initially submitted this complaint for Ecoshield's Englewood, CO office on 10/30/23 but received a response via BBB today (11/16/23) that I should be contacting the Frederick office. Their corporate structure is confusing.

  Business response

  12/18/2023

  from: Customer Feedback <[email protected]>
  to: Clay Andersen <[email protected]>
  date: Dec 18, 2023, 3:05 PM
  subject: Re: Response Required | BBB Complaint ID 20882626
  
  BBB,
  
  The resolution for this complaint was completed directly with the customer on 11/20/23. We waived the $189 balance and the account is closed. Please let us know if you need any further information.

  Customer response

  12/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  Ian O'connell

• Initial Complaint

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Service provider did not preform duties they were contracted to do. Instead showing up, walking around the house once and leaving with in 5 minutes. The. I called complained, and asked to cancel services going further. The charged me 150 at that time for the cancelation, and is telling me I owe another 150 for canceling the services.

  Business response

  12/19/2023

  from: Customer Feedback <[email protected]>
  to: Clay Andersen <[email protected]>
  date: Dec 18, 2023, 8:48 PM
  subject: Re: Response Required | BBB Complaint ID 20882379
  
  Hi Patrick,
  
  I have attached the Service Agreement and Service Contract Review as you and your wife have requested. As outlined, we offer free in-between services to customers who are still experiencing pest activity or have noticed any missed areas during our regular visits. However, we do not have any notes indicating a request for such a service.
  
  The current balance on the account is $150, which represents the annual commitment discount payback for canceling the agreement prematurely. This policy was reviewed with you at signup and is also outlined in the attached agreement and service contract review. If you have any questions or require further clarification, please feel free to let us know.

  Customer response

  12/19/2023

  Complaint: 20882379
  
  I am rejecting this response because: eco shield pulled 150 from my account end of sept. October time frame. There’s not reason for us to not believe this payment was for this fee. As we stand we still believe eco shield is trying to double charge us, and nothing has been provided to show receipts stating otherwise. We will not accept unless we see all previous statements, charges, and receipts- as well as service dates- because they have not been preformed. We have cameras on our house and I will get recordings of every date someone has stated they have done work. If this is not called back from collections- removed from Patrick’s credit and discharged. I am formally requesting dates of service, document of all payments and charges, and all information you have regarding our property. We believe eco shield is in the wrong and will peruse further if these documents are not provided, as I will provide the lack of services being performed if dates and paper work are served. As well as receipts  because i believe we already paid this fee and eco- shield is double charging for this fee. Eco shield has provided nothing proving other wise. As far as your statement we were told verbally when we signed that there was no cancelation fee and we could cancel at anytime. 
  
  Regards,
  
  Patrick Byers

  Business response

  12/27/2023

  Attached is a screenshot of the payments applied to the CC you've added to your account. There was no charge in September, as the last charge was 8/18/23 for the Quarterly Service visit that took place.

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