Complaints

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

• Initial Complaint

  Date:02/21/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  EcoShield makes lots of promises related to pest control, they will tell you whatever you want to hear to get you to sign a contract. They will fail to deliver then it's impossible to get out of the contract without paying a hefty cancellation fee. $200 Do not do business with this company! There are better cheaper options.

  Business Response

  Date: 02/25/2025

  Dear ******,
  We understand your concerns and want to clarify that on 2/21/25, a confirmation email was sent to you confirming that your balance was waived and your account was closed. If you have any further questions or need additional assistance, please let us know.
  

  Customer Answer

  Date: 02/25/2025

   
  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.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:02/13/2025

  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.

  Ecoshield came to my house last summer. He told me very specifically that the charge would be $159 for the first two treatments and then $70 per treatment after that. I signed up for a year and have been charged $159 every single treatment since. When I called to complain, I was sent the agreement showing it was $159 per treatment and if I cancel early I will be charged $200. Ecoshield is scamming people all over the country. I have read tons of reviews and complaints about forged signatures, pushy salesman, sloppy work or techs being caught on camera doing absolutely nothing. They give you a "discount" at the beginning of the term so they can charge you that amount when you evenually try to cancel. I cannot afford this. The sales guy who came to my house lied to my face about the cost of services after the initial 2 services. He also lied about my neighbors using their service, which is just another tactic to get your money. DO NOT SIGN UP WITH THIS COMPANY. I haven't seen any other pest control companies that need to go door to door to get business. I also have read many reviews where people continue to be charged after cancelation. THIS IS A SCAM. I want to cancel and I won't pay another cent to Ecoshield until my agreement is canceled in full, in writing and at no cost. I've already paid enough to this grifter "company". DO NOT TALK TO THESE **** IF THEY COME TO YOUR DOOR. SLAM THE DOOR IN THEIR FACE.

  Business Response

  Date: 02/18/2025

  Dear ***,
  
  
  Thank you for reaching out. We appreciate the opportunity to address your concerns and clarify any misunderstandings.
  
  
  As part of our commitment to transparency, we send a welcome text that outlines key details, including the agreement terms, ****************** and the annual commitment discount. Our records indicate that you acknowledged and agreed to these terms by responding "Yes" to the welcome text. Additionally, your service agreement was sent to you on 7/18/24 and was accompanied by the two-step verification process, which was completed and signed by you.
  
  
  After reviewing your account, all charges appear consistent with the terms of your agreement. However, we understand your concerns regarding the information provided by our sales representative. If you have any supporting documentation, such as a screenshot or video of the conversation where a price reduction was discussed, we would be happy to review it further.
  
  
  We value your business and are here to assist in resolving this matter. Please let us know how we can assist further.

• Initial Complaint

  Date:02/11/2025

  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.

  On 5-23-24, a sales *** ******** ******) from Ecoshield knocked on our door, even though we have signs everywhere for no soliciting. I told him it was not a good time, he insisted that it would not take long & I insisted that he needed to leave or come back. Low and behold, he returned a few hrs later. He went on to explain what his company did, etc. After considering the options, *** continues to assure me that we "have the upper hand" because we are "able to cancel at any ********* can even be reimbursed for services rendered if the product fails to prove itself after the 2nd treatment has been applied." He was very pushy at this point, adding incentives, etc. He said he personally guaranteed our ***************** gave us his personal cell # to contact if we had any issues or find that the product just isn't working for us. According to ***, signature given that day was "to agree to the first 2 services, if we weren't happy with results, we can request a reimbursement, with no penalty." Fast forward 1 month, we called *** to let him know the product was still ineffective, considering the recent wasp stings my family had multiple times at our front door. After leaving a voicemail, we heard nothing back. I began to get nervous, thinking we got scammed. A wk went by, I left a 2nd vm, still no ***ly. So I texted him, these msgs can be found in the attachments. We also spoke on the phone 2x, again, *** reassured that everything would be taken care of- he said he was going to send another *** out to retreat, but at that point, we were done. 4 wasp stings in 2 wks after 6 wks (3) treatments- the solution clearly wasn't working for us, we also went through 4 cans of wasp spray during this time. When we finally got through to someone in CS, they said the *** was not authorized to say such things & in order to cancel we must pay $150 to break the contract. I refused & revoked their access to our our CC. Now they have sent us to collections. Not sure what to do now...

  Business Response

  Date: 02/18/2025

  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 this information, it looks like your cancellation fee was already waived and the outstanding balance is for a service charge from June 2024. This service was announced to you by text, phone, and email. We also came out for a touch up in august and that's when you requested to cancel your account due to dissatisfaction. Unfortunately, tis service charge is left as your responsibility to pay. Please let me know if you would like to set up a payment plan. Otherwise, you can call in to ************ to make the payment over the phone. 
  
  Best, 
  

  Customer Answer

  Date: 03/03/2025

   
  Complaint: ********
  
  I am rejecting this response because: 

  Complaint: ******** (Res to the business that didnt go through 3 days ago as expected.) I am rejecting this response because: This was a complete scam from the beginning! The text that was sent to me during the "sign-up" process was described to me as an agreement to set up the initial visit. The **** *** ******, asked for my phone # in order to send me a text to schedule the 1st visit. He said all I needed to do was respond YES to set up the visit, so I did a quick reply "YES" without reading the details. We are definitely not the only customers who have fallen victim to this pushy, misleading, sales tactic! A quick ****** search will show hundreds of others who have similar stories. All throughout our neighborhood we have "No Soliciting" signs, yet this company felt that the signs did not apply to them. Sending **** out to verbally con homeowners into binding contracts by saying whatever they need to in order to get a phone # & then instruct the customer to quickly and simply reply YES. The homeowner is under the impression that the text is only to get the 1st visit scheduled-- this is shady, BAD BUSINESS! Conversations had between the sales **** and the consumers are not recorded, therefore, they can lie through their teeth, yet never be held accountable. I've never been sent to collections in my life, so for refusing to pay $150 for a faulty service- my credit score of 803 is going to suffer. Companies notorious for taking advantage of unsuspecting customers should be held accountable. ******************** is not a trustworthy company. The dishonest sales tactics **** use is how this company continues to stay afloat. Their services/product solutions did not work AT ALL, even after the "free touch-***** They tell their customers it takes a solid month for their ********************** to take effect. This is how they are guaranteed to get $150 for the 1st visit, $150 for the 2nd visit (@4-6wks) and then the collect $150 from the customers trying to cancel. Sincerely, ***** & ***** ****

  
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 03/07/2025

  *****, 
  
  Thank you for reaching out with this information. I absolutely understand where you are coming from and do apologize. Given the circumstances, I will go ahead and waive the fee on your account. As of now, your account is closed and there are no past due or due fees on your account. If there is anything else I can do for you, please let me know. 
  
  Best, 

• Initial Complaint

  Date:02/10/2025

  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.

  I am filing a formal complaint against EcoShield Pest Control for their deceptive sales tactics, misleading contract terms, and unethical billing ************* evening, an EcoShield representative rang my doorbell, claiming that their company was offering complimentary pest inspections in the neighborhood. They insisted that several homes in the area had already been treated due to a severe spider and outdoor ant infestation. According to them, these pests were actively causing damage, and immediate treatment was ************ part of their "initial inspection," the technician did a quick, superficial check and then claimed to have found an infestation in our yard (ants) and home (spiders). They presented this as a serious issue, using fear tactics to pressure me into signing up for their service immediately.The sales representative spoke quickly and did not allow me adequate time to read the contract. Instead, he reassured me multiple times that I could cancel after the first two treatments if I was not satisfied. What he failed to mention was that canceling would result in a cancellation fee penalty.A few weeks later, we started receiving emails and letters stating that we owed money for future services. Confused, my wife and I attempted to cancel the service, only to be met with more deception. The phone representative confirmed the cancellation but conveniently failed to mention the cancellation fee. It was only after multiple calls and escalating threats from EcoShield that we were informed of the cancellation ***********, EcoShield has sent our account to ARM **********************, a collection agency, in an attempt to collect on this unjust charge. We never agreed to pay a penalty for canceling a service that was misrepresented to us from the beginning.I am requesting the following resolution:Immediate removal of this unjust debt and confirmation that our account has been fully closed without further financial obligation.

  Business Response

  Date: 02/04/2025

  Dear BBB,

  Please transfer this complaint to the Atlanta Georgia business, as it was accidently submitted to our business in ****************

  Business Response

  Date: 02/27/2025

  Hi,

  We appreciate you taking the time to share your concerns. Ive reviewed your account and want to provide some clarity regarding your service agreement and cancellation request. 
  
  Our records show that you signed up for a bimonthly service plan on 8/9/24 and confirmed receipt of the welcome text outlining the terms. While I understand that you were surprised by the cancellation fee, this policy is in place due to the initial discount applied at the start of service, as stated in the agreement. When I reviewed your account, I did not find any record of a cancellation request before the account was sent to collections. If you have any additional details on when or how you requested to cancel, Id be happy to take another look. 
  
  I know this situation has been frustrating, and I want to ensure we address it as fairly as possible. 

• Initial Complaint

  Date:02/06/2025

  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.

  On 6/25/24 I was approached by a door-to-door salesman on pest services for a rental home I was in. I was given a "great promo rate" and could get immediate service in the next couple of days. I initially said no stating that I would not be living in the home they would be servicing for much longer. The salesrep point blank told me I could move the service with discount when I went to the new place. I specifically asked about needing to cancel in the event I did not move or my new move location did not require pest services. Again explicitly he told me cancellation would not be an issue or result in billing if my move fell through or services. This is something I went over in detail each quarter when called about having them back over. Unfortunately the place I currently had to move to did not require the service, which they stated was fine. I told them I would contact them in the event I needed the services again. Flash forward to 2/6/25 when I get a text about a past due invoice. Why would I get an invoice for services I have not had in nearly a year? I did not receive the invoice via email/text/call. Just a text saying it was past due. Managed to login to see that I am now being billed 300 dollars on 1/22/25 to cancel the account? Nowhere did we talk about a cancellation fee. In fact I was told explicitly the opposite. Nowhere did we even talk about a commitment of any kind. It was sold to me because there wasn't one. There is no copy of the agreement on my account. I was never emailed a copy of the agreement. And this invoice conflicts directly with what I was told point blank by this shady salesman. I want out of whatever agreement I am in, I dont want to pay a fee I was told there would not be, and I want to stop receiving texts

  Business Response

  Date: 02/06/2025

  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 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, 

• Initial Complaint

  Date:01/10/2025

  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.

  I was approached at my house by an eco shield pest solutions service member about a free pest service; he said he was in the neighborhood anyway. But I had to sign a tablet stating he could come back and provide the service in 3 days. I own the fact that I should have read the document in its entirety, but I absolutely did not know I was signing a 2 year ************* forward a year and a half. I get a text quarterly that somebody is coming out to my residence to spray for bugs. I know for a fact on some of these occasions, which I was not home, nobody came out, or they did come out but just walked around the yard and left....I have very nosey neighbors. So I have tried to cancel services several times, I've been told no, I've been told I haven't completed my contract terms, I've been told it would be over $500 to cancel. This is rediculous, They lie to people, they trick people, they're stealing from people. I would never do business with this company and would strongly encourage others to not use them as well, and definitely read every word of the contract that they're not going to show you. Why should I have to pay for service not rendered!? I want out of my contact and I should not have to pay. I would also like to stop receiving nasty texts because I said they lied and I want out of my contract.

  Business Response

  Date: 01/14/2025

  ******, 
  
  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 and close your account. You can use this as written confirmation. I hope this helps and you are able to find the treatment that is most helpful for your home. 
  
  Best, 

• Initial Complaint

  Date:12/30/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  About 6 months ago a door to door seller came to my home and offered me a no-commitment test of Ecoshield's services. I agreed initially to the 2 visits, and paid an initial fee. The first visit came and went with absolutely no impact on the pest issue. I called to cancel the follow up, and was told that they were a pair, and that I had already paid for the second. The *** from Ecoshield told me that it would be no further charge to do the second, and so I kept the appointment, after confirming that there would be no further service or future commitment. 2 months later they called to schedule, and I told them it should have been canceled. The new *** told me that nothing was cancelled, and that it was a 2 year contract and would cost $500 to cancel. For a serv This is deceptive and horrible business practice, and I want to cancel my agreement. I'm currently on hold again with the company, but avoid Ecoshield at all costs. The only thing they could do for me now is to release me from future service and waive the cancellation fee.Again, avoid ecoshield at all costs, their ***s will say anything for a sale, and lie to your face.

  Business Response

  Date: 01/18/2025

  Dear ******,

  Thank you for bringing your concerns to our attention. We understand the importance of ensuring clarity and satisfaction with our services. A copy of the agreement signed at the time of enrollment is attached for your review.
  To provide transparency, our sign-up procedure involves a detailed presentation by our sales team, during which the terms of the agreement are thoroughly reviewed. Once the customer agrees, the agreement is signed, and a copy is sent to their email for records. Following this, we initiate a two-step verification process through a "Welcome to the Family" text message. This message reiterates the agreement details and requires a "yes" response to confirm and authorize the start of service.
  Regarding the Annual Commitment Discount Payback, this is applicable when early cancellation occurs, as the initial service discount is based on the expectation of a full agreement term. We aim to ensure our customers are informed about this during the sign-up process.
  We take your concerns seriously, and our 100% service guarantee ensures that if covered pests persist, we offer complimentary touch-*** as needed after the egg cycle service. If there are any specific unresolved service issues, we would be happy to assist further.

   

• Initial Complaint

  Date:12/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ecoshield marketing guy come knocking on my door and started telling about how indepth their pest control treatment is and how if I were to get a pest infestations, that I would get one month free. 4 months into it I had ant infestations and ecoshield refused to honor this. I saw on video they did not spray the whole property as they said in the marketing call. I tried to cancel and they tried to charge me cancellation fee of 190 dollars. This company charges way more than other pest control companies and lead a really shady business practices. They put my termination fee into collections.

  Business Response

  Date: 01/07/2025

  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 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, 

• Initial Complaint

  Date:12/02/2024

  Type:Billing 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.

  This company is supposed to treat pests for our home. We had a wasps nest in our eave for almost 2 months. After at least 5 phone calls and an infestation inside the house, they sent someone out to "remove" the nest. This person did not even try to remove the nest, they just sprayed wasp killer up into the eave. Anyone can do that. When calling to cancel service after that disaster they charged me a $200 cancellation fee. Shameful.

  Business Response

  Date: 12/02/2024

  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 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 Answer

  Date: 12/04/2024

   
  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. Please email a confirmation and receipt showing no outstanding balance to my email ******************* Thank you.
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:11/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We began service with EcoShield after a door-to-door salesperson offered a deal to address our pest issues, assuring us we wouldn't have to worry about bugs or insects. We agreed on a price for what we understood to be an every-other-month service. The specific issues we wanted resolved were ants, spiders, and other pests inside our home and garage. The salesperson assured us their treatment would guarantee results against these pests and that someone would spray both inside and outside our home.However, after the initial service, our pest problem worsened within a week. We were told a second service was scheduled, but it made no noticeable improvementin fact, our pest issues seemed to escalate. When we requested a follow-up treatment, we were informed this would increase our rate, remove promotions, and alter our regular service schedule.We decided to cancel the service due to its ineffectiveness but were repeatedly denied during the cancellation process. We were told there would be a $300 cancellation fee per the contract, despite EcoShield failing to uphold their guarantee. A representative even admitted they had not fulfilled their contractual obligations, yet still insisted on charging us.EcoShield then offered a free treatment and a discount if we maintained the service, but we declined because their treatments had proven ineffective. Based on our experience, we doubt they used proper pesticide products and suspect their treatments may have worsened our pest problem. We have since worked with a reputable pest control company that immediately and effectively resolved the issues EcoShield exacerbated.Attempts to contact the salesperson who provided their business card have gone unanswered. Additionally, the customer service representatives we spoke with were rude, dismissive, and unhelpful. EcoShield failed to honor their service guarantees, misled us during the sales process, and provided substandard customer support.

  Business Response

  Date: 11/20/2024

  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 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,