ComplaintsforEcoShield Pest Solutions

• Initial Complaint

  07/18/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  EcoShield ************ offers a 100% guaranteed treatment for listed bugs. I had multiple bugs on the list, including box elder bugs, which invaded my house with thousands of other bugs. We had a primary quarterly treatment, which failed to be completed to limit the bugs. I called for a free follow-up treatment, and a treatment was performed. However, again, it failed to control the bugs. I called again for a follow-up visit for a 100% guarantee per contract terms. The local office manageress advised that these bugs were not included in the contract and could not be treated; she advised that the only treatment was for me to buy some **** detergent and spray them myself. I performed this action to no avail; I called again for follow-up service. I was advised they would not send anyone as these bugs did not fall under the contract. In May 2024 I called the main office number and asked to cancel the contract as they have failed to meet the 100% guarantee. I was advised they would cancel and NOT charge the cancelation fee.Since then, my wife has received numerous texts and phone calls asking for the cancellation fee to be paid and threatening to send it to collections.I called the main office number, and after speaking to an agent, I was advised they could not cancel the cancellation fee. I was transferred to *****, the customer care manager, who advised that we did not meet the cancellation requirements as they had not performed the required three follow-up visits. I advised that I had called for follow-**** and they refused to send anyone. ***** was unable to verify my numerous phone calls as they were to the local service department and not recorded on the computer. As such, she insisted on paying the $250 cancellation fee. She claimed I canceled a follow-up visit, which was me advising I did not want to continue services as it is months later without fixing the issue. She advised she could reduce the charge to $100, which I paid as it had been over an hour.

  

  Business response

  07/25/2024

  Hello

  You have not had a single follow up service with us. Only your ********* services. We scheduled an appointment for it and you cancelled it stating you no longer needed it. We then came out 3 more times in 9 month with no communication from you about this problem. Our Guarantee is a free quarterly if we cant solve you guaranteed pest issue within three touch **** I have attached everything you singed saying this. 

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Eco shield sold me on pest control. I paid 186 and they showed up but couldnt do the job because he forgot tools and a ladder. So he said he was coming back but never did. The company said I owed more money which was resolved. But they charged me 186 which I disputed. My credit card company told me I couldnt get my charge reversed because they fought it. Now I am getting collection letters and texts and I have very excellent credit and they are ruining it. They need to be stopped and pay damages for ruing my credit

  

  Business response

  05/01/2024

  BBB,

  This is a customer for the *****************, ** branch business location. Please transfer the complaint, so the correct business can address this customer's concern. Thank you

  

  Business response

  05/06/2024

  Hello

   

  Im very sorry for this experience. On our end, your chargeback was approve by your bank and we took it as a loss. We have proof of that if you want. I suggest you getting with your bank again.

   

  Thank you

• Initial Complaint

  04/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I canceled service with Ecoshield Pest Solutions and they sent be a bill for a $200 "early contract cancelation fee." I do not recall signing a ***************************************************************** that I was signing up for a 24 month commitment by the person who knocked on my door. When I canceled the service, no one informed me I had a contract with them. I have text message screenshots proving this. I received a bill in the mail indicating this fee and I called them. They informed me of the contract and there was no way out of the fee. I explained that I do not recall signing a contract (I'd like proof of this) and even if I did, at no point was it explained to me that I was committing myself to 24 months of their service. If it was, I would not have signed up. This practice is deceitful and their reps need to be training to clearly state folks are signing up for a contract.I feel like I'm being scammed. Attached is the "contract" they sent me with scribbles where I allegedly signed. I paid the $200 so they would stop harassing me.My account number with them is *******. Please help!

  

  Business response

  04/12/2024

  Hello,

  On 6/8/22 you signed an agreement and another checklist agreement that went over the terms of the agreement. I have attached those for reference. Both of them clearly state an agreement length of 24 months. And they both state that you agree to pay back the discount that was given. That discount was $200. We attempted to call you, text you, and email you many times about this but you refused to return our calls. You texted us that you blocked us as well. I have attached many of our attempts and you have attached the texts you sent as well. We clearly stated we needed to resolve this matter over the phone but was ignored. If you didnt ignore us, we could of worked with you. You were once service away from completing your agreement which you would of know if you didnt block us/ignore us. We did everything in our power to contact you so with that, we are rejecting this request and the $200 fee will stay there. 

  Customer response

  04/12/2024

   
  Complaint: 21567524
  
  I am rejecting this response because: As evident in the text message screenshots, the business never attempted to explain the early termination in the texts. It was just an endless cycle of automated messages. They could've have also sent an email. Unfortunately, based on their harassment over text and repeated phone calls, I was too scared to get on the phone with them for fear of them not allowing me to cancel the service. 

  Nothing in their response also addresses the fact that their employee NEVER explained to me that I was signing up for a 24 month subscription. In fact, I recall that they said they would provide the service until I canceled, never mentioned this was a subscription I was being tricked into.

  
  Sincerely,
  
  *********************

  

  Business response

  04/19/2024

  We have previously provided you with copies of both the Service Agreement and the Service Contract Review. These documents comprehensively outline the duration, pricing, and terms of our agreement, all of which were reviewed with you at the time of sign-up.
  
  I am pleased to confirm that as of today, there are no outstanding balances on your account. The $200 annual commitment discount payback was successfully paid on April 12, 2024.

• Initial Complaint

  03/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  A representative of the company visited ** with an offer in August 2023. we refused. after that, he came to us almost every day for a week and forced us to order a service of pest control. I explained that $180 is too much for our budget. The representative said that he can give a discount - and promised that we will pay only $149 and forced me to sing this payment. Then they charged me $180 on my credit card, I have claimed about that and disconnect my card but they didnt refund me money. Now they decline that I must pay them $200 and threatening me with collectors. I didnt get any service from them to pay them. I need them refund me $180 and stop to disturb me anytime.

  

  Business response

  03/20/2024

  Hello, 

  I have attached your service agreement that was signed by the account holder stating the price of the service and how many services there will be. You can see the price and that there are 5 billable services. I also sent over screenshots of your account showing that you got texts going over our cancelation fee where you then response "yes" that you understood about the cancel fee. At this time, there is not much I can do for you. We have notified you many times about the balance on the account and what was needed in order to stop from collections. 

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed ************************* July 2022, continued to get service till June 2023 till I was laid off/unemployed. I called their customer service to cancel the services/contract due to unemployment, was told that I would be charged $400 if I can cancel the contract in June, but the $400 discount on *************** would be paid off if I continue till Dec 2023, After I got my service on Dec 19 I called again to cancel since I was still unemployed was told that I will still owe $400 and was misinformed back in June that I can cancel in Dec. I told them due to my financial situation from unemployment getting Pest control was not a priority and I can't afford the service or pay $400. So the customer service rep told me that they will waive the $400. Then I was been constantly harassed via phone, email and text messages to pay $400. Finally I called on Feb 20th ***************************************** as I was told that $400 was waived back in Dec. Again I was told that I was misinformed but the **************** person named ***** will forward my case to her supervisor for review to waive the $400 and will call be back within 24 hours, never got the call and today I got Debt Collection notice to pay $400. Still don't understand how is someone responsible to payback Discount that they offered to get my business????

  

  Business response

  03/20/2024

  Dear BBB,
  
  Thank you for bringing this matter to our attention. We appreciate the opportunity to review and respond to the customer's complaint regarding the annual commitment discount payback associated with their decision to prematurely cancel their agreement.
  
  Upon a comprehensive review of our records, including account notes and email correspondences, we were unable to find any evidence supporting the customer's claim that an agreement was reached to waive the ***** Our investigation specifically looked for any indications or confirmations of such an agreement, including a review for any notes indicating a zero balance or a invoice waiver on the customer's account. Regrettably, our findings did not reveal any record or indication that an agreement to waive the **** was ever communicated or confirmed by our representatives. Enclosed, please find a screenshot from December, which reflects a $400 balance rather than a $0 balance.
  
  We take all claims of miscommunication with the utmost seriousness, striving at all times to ensure transparency and fairness in all our customer interactions. While we empathize with the customer's situation, the absence of evidence to support the claim of a fee waiver necessitates that we adhere to our established policies, holding the customer accountable for the annual commitment discount payback. To date, the customer has not provided any additional feedback or reasons for their decision to cancel the service, beyond no longer requiring it.
  
  Should the customer possess any further information or wish to submit additional documentation that we might have overlooked, we warmly encourage them to do so. We are more than willing to conduct a further review of any new information provided and are committed to working towards a fair and amicable resolution.

  Customer response

  03/26/2024

   
  Complaint: 21418605
  
  I am rejecting this response because:

  Review completed by the EcoShield is biased as it was completed by their own customer service team with selective account notes maintained in their system.   

  I never received that call back from Feb 2024 and was promised a response back within 24 Hrs from their customer service team and received a Debt collection notice without any attempt to resolve. 

  Company is simply trying to rob money from consumers in the name of offering discounts. 

  
  Sincerely,
  
  *****************************

  

  Business response

  03/28/2024

  This is a 3rd party software. We cannot alter the internal notes. We would not make up notes on one customers each time to reflect a lie. This is simply too much work when we have 10s of thousands of customers. We will not be granting this request. 

  Customer response

  03/29/2024

   
  Complaint: 21418605
  
  I am rejecting this response because I never said that business have modified any notes, I simply said maintained. Also, the review is done by their own customer service team so of course it is biased to outcome in their favor. 

  Many times when I have called I had to repeat conversation from my previous calls as the **************** person couldn't locate the notes, so I suspect it is selective note taking. If there customer service person is trained not to enter notes maintained by "3rd Party" system of course they can't review it what was never entered. 

  As mentioned it is maintained by 3rd Party system who is contracted by EcoShield???? It is a Conflict of Interest so you can ***** or not ***** **** still remains that your business practices are not consumer friendly and my intent was to alert other consumers to stay clear and not fall for your ridiculous "Discount" initial service contract.  

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

• Initial Complaint

  02/29/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was misled by a young man that showed up at my door step stating to be in the neighborhood and having a great deal, offering a quarterly service for 200$ per quarter instead of 400$, and that I can cancel after the second cycle, however when I attempted to cancel, I was told that I was mis informed, if I wish to cancel, I need to pay 200 cancellation fee. I explored to Eco shield rep was has happed the day I signed up, so he agreed to shorten the contract for 1 year only. However, once the year passed I called to cancel, but still wasnt able too, as the rep stated that I only had 3 cycles, and for a yearly contract to be fulfilled, I must complete 5 cycles, meaning I had to pay 200$ (minus 35$ discount ) 2 more times. I tried to resolve it with Eco Shield directly via phone or email, but wasnt successful and they refused to let me go without charging the 200$ cancelation fee. I have a video recording via ring door **** from that day that the Eco shield guy came by and miss informed me and I disclosed it with Eco shield rep on the phone and email, in attempt to cancel the contract with out cancelation fee, but wasnt successful. A quick search on Eco Shield review, shows that this in how the operate, they send young guys and soloist their services door to door, claiming they are in the neighborhood and offering discount. I was hoping to resolve it directly with Eco shield, but wasnt successful, therefore asking for your help, in order to stop this company from abusing others.Thanks *********************

  

  Business response

  02/29/2024

  Hello!

  I am so sorry for your experience. That would leave a bad taste in my mouth as well. 

  We take this very seriously. Please send the video footage you mentioned to *******************************************. 

  I have also attached your service agreement and proof of the notification of paying back a discount when you signed up with us. 

   

  We have two documents stating that you knew of our discount payback. We would need the video footage to waive the fee.

   

  Thank you 

   

   

• Initial Complaint

  01/10/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In or about the summer of 2022, Ecoshield Pest Control cold called on our home by ringing the doorbell. My wife, who suffers from Pick's Disease, a rare form of Dementia, was asked to sign a 1 year contract for EPC to provide us service at our home. I didn't learn of this contract until the spring of 2023 when a service man from EPC rang our doorbell to provide service as per the contract. I was home that day, and as I said, this was the first time I learned of the contract. I allowed the service that day but called EPC immediately to understand what was going on. During that phone call, I learned that my wife signed the 1 yr. contract that provided 4 annual visits and that the contract required 1 more visit after that day's 3rd of the 4 contractual visits. During that conversation with ****** made it clear that the one year contract was to be canceled after the final service that would be provided in the summer of 2023. In the summer of 2023, all 4 quarterly services had been provided, and all 4 had been paid in full.In the fall of 2023, EPC allegedly sent someone to our house to "treat" the outside of our house. No one came in the house, but I received a bill for $155.00 for that alleged service. Due to my wife's medical condition, all of her financial dealings had been eliminated by that time. That included her credit card that EPC had on file. I've had at least 3 additional conversations with EPC, and they continue to confirm my cancelation of the contract however they continue to bill me $155.00 for the alleged service that occurred after the cancelation of the contract. EPC has now sent us to collections for the $155.00. I would greatly appreciate the BBB looking into this matter and helping us eliminate this fee for un-requested, non-contracted services.I greatly appreciate any help that the BBB can provide in resolving this matter. ************************* 91 *********.********, **. ***** ************

  

  Business response

  01/13/2024

  Hi *****,

   

  We are sorry about your wifes disability and were only made aware after your October 2023 service that you allowed us to preform. We have records that i ill attach that show when you called into cancel. That was in October of 2023 after service was rendered. We also have numerous emails opened by you alerting you of the bill itself that was due and if payment wasn't received in X amount of time you would be sent to collections. Since services were allowed, rendered, and the bill was ignored until it was sent to collections we cannot remove the bill at this time. You no longer owe Ecoshield. You owe the third party company that holds your bill. It has been almost 3 months since we last spoke on this matter and no mention of not being able to make the payment was made from then til now. The only contact we have have from you since we sent texts and emails has been this complaint. 

   

  Thank you for your time.

   

   

   

   

  Customer response

  01/15/2024

   
  Complaint: 21115087
  
  I am rejecting this response because the original phone call to cancel this service was made in the spring of 2023. At that time, I was told that, as per the contract my wife signed, we had one more contracted service due that summer of 2023. That service was the fourth and final contracted service. During that call in the spring of 2023,  I made it abundantly clear that that would be the last service we would allow. It was made very clear and confirmed by the representative I spoke to, that this contract would be canceled and that all services would be terminated and the contract would be null and void. The fall service of 2023 occurred after the cancelation of the contract. I'm sorry that the spring conversation I had in EcoShield was not noted in their system. Perhaps the calls should be recorded. If they are recorded, I think that I, and the BBB, would like to hear it. I am not paying for this service. EcoShield sent a representative to our home in the fall of 2023 without our consent.
  
  Sincerely,
  
  *************************

  

  Business response

  01/26/2024

  Hello 

   

  We will not be granting your request due to previous stated information. 

   

  Thank you 

  Customer response

  01/26/2024

   
  Complaint: 21115087
  
  I am rejecting this response: How do I respond to EcoShields responses saying they're not going to provide the information that I requested? I requested that EcoShield provide a copy of the contract that my wife signed and the phone call notes from the original call I made early in 2023. They never provided a copy of the contract to us. Once again, that ( one year ) contract will show the start and end dates that we agreed to. That contract will show that the services in question were performed after the end date of said contract. Also, EcoShield was able to provide phone call notes for two other phone calls, but not the original call I made to them. Why are they refusing to provide this information? This is information that is essential to prove, beyond a doubt, that the services in question were performed without my knowledge or approval. 

  EcoShield must provide this information in order to resolve this issue. 
  
  Sincerely,
  
  *************************

  

  Business response

  02/07/2024

  Hi *****,

  
  We apologize for any inconvenience caused by the lack of details in our previous response. Attached are copies of the Service Agreement and Service Contract Review, which were provided to you previously upon request. Additionally, we have included screenshots of the appointment reminders sent days prior to the service on 10/13/23, which were successfully delivered and opened.

  Our records indicate that ************** obtained initials/signature on the visit, confirming completion and approval of the service. We have attached a screenshot of this documentation for your reference. As per your request, the account has been closed upon completion of the agreement. The remaining balance of $155 is for the service conducted on 10/13/23.

  Please let us know if you require any further assistance or clarification

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  the company came knocking in my door right after we moved to this place and our house was all covered in boxes but we had a lot of pests inside at the moment already. I told the salesperson that i want the house cleaned of pests but we just moved and he assured me that they can do outside today and then come back soon to finish the service and do the inside as well. at their first service they didn't notice a big nest of wasps on my roof.. and when i called them to ask to return a week later because we found couple wasps in the house and lots of spiders and thousands of ants . they said they can only come for their second egg service which was 3.5 weeks from that day. I spoke with couple people from company asking them to come sooner than that because I was really concerned with the wasps that were appearing inside our home since we have kids. At last when I saw that there is no way for them to come sooner I told them to cancel my membership, and at that moment we already had about ***** wasps inside home every day and we called another company that was prompt and helped us with all the pests issues we had. Then a month after that Ecoshiled called me again asking if i need the egg cycle done and i told them that I used another company to do the job that i paid Ecoshiled to do and they didn't do it in full so i needed a refund and a cancelation . They refused to refund me and they sent me a $150.00 invoice for canceling the service earlier.

  

  Business response

  11/06/2023

  I am very sorry.

   

  We will refund your $150 cancel fee. We should of came back out before your next service. It does look like there was some difficulties on getting back with you about the follow up. That we initially said no and then changed our mind but could not get a hold of you which is why it took so long. 

   

  Thank you 

• Initial Complaint

  10/19/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On July 18th 2023, a solicitor came to the door, offering pest control services. I decided to sign up because I was having a problem with aggressive bees. I signed up with the understanding that they would spray within a week, and that the pricing was based on them spraying quarterly. Also, my friend paid for the service on their credit card, so I signed up with the understanding that the friend is paying for the pest control. Well, the bees didn't go away, I hired another company who did a better job, and I decided I'd like to cancel before the next billing cycle. I called EcoShield on 10/18, and the rep said that in order to cancel, I'd need to pay $150. I told her that I only want to pay for the one service that was rendered, and not continue service. She says that I'd need to pay back the "discount" that was provided in July in order to cancel. As she explains, my only options are to pay $150 to cancel, or to pay the next quarterly bill and continue service, and she offered several discounts. At this point, all trust in this company is lost, their service which has been paid for didn't get rid of the bees, and they're refusing to let me out without paying more. They're misusing the word "discount" as actually meaning "cancellation fee", and while an agreement was signed in July, it is still clear to me that they are misrepresenting the use of the word "discount", which they actually need to refer to as "cancellation fee". The contract is not quarterly, it's annual, but billed quarterly. I don't request any refund for the service in July (which didn't solve the bee issue). They came and sprayed, and I'm happy to pay for that. I just want out of this "contract" without any fees for services that they didn't perform. Paying back a discount is misuse and misrepresentation of the word "discount", so I am not willing to pay

  

  Business response

  10/23/2023

  Hello

   

  I am very sorry you feel this way. We are VERY upfront about our cancellation fee and how we provide service. As you can see by the agreement you singed and the text messages you received and said yes to, that there is a chargeback of the discount that we were very transparent about. You signed the agreement and replied yes to paying back the discount if you cancelled within the terms. 

  i attached a copy of your agreement, the texts we sent about the discount, and the "yes" you sent in response to the message itself.

   

  We did have a couple calls with you. One i personally took. Since I am the ** i dont take too many calls and remember quite a few. You were very please with the service when i called to check in. I will attach the note here proving so.

   

  You also called saying you were seeing a nest form but no activity. We were coming out a few weeks later to treat anyways. This lead us to believe that the service was working. At no time did you reach out to tell us you were still struggling even when we reached out to see how everything went. Pest control is not a one time thing. It can take up to 3 treatments to see the full effect which is why the other company was effective. We would of came out for free to take care of the issue if you would of let us know. 

   

  i will also attach the note of you saying you weren't having any activity.

   

  I do apologize but at this time we were very clear about how we work as a company and did everything we could yo make you happy. We dont know something is wrong if you dont let us. We wont be waiving the fee due to this.

   

  Thank you 

  Customer response

  10/23/2023

   
  Complaint: 20751648
  
  I am rejecting this response because:
  A "discount" and "cancellation fee" are not the same thing. This contract mi***s the terminology purposefully to trick consumers. And for that reason, I will not be paying back a "discount", because that is not how discounts work. 

  If EcoShield so needs the $150, they can *** me for it.

  Sincerely,
  
  *****************************

  

  Business response

  11/02/2023

  To clarify, the terminology used is annual commitment discount. Due to the early termination of the annual agreement, the discount is asked for back.

• Initial Complaint

  09/28/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have tried to cancel my quarterly treatments with this company but they are being extremely pushy and not allowing me to cancel. They are continuously trying to push additional treatments at lower costs. The guy on the phone is telling me he is just trying to help me with my "issues and complaints" and while he said he could cancel my subscription, he wants to "make things right".

  

  Business response

  09/29/2023

  Hello,

  It also looks like we tried to work something else out with you but had to end the call due to profanity's being said at our staff. We warned you three times to stop using that language and raising your voice but unfortunately you did not so we had to end the call out of respect for our staff.

  I have attached your Service Agreement that discussed the cancel fee. I also attached proof of a call, text, and email making you aware of a cancel fee before services started. You agreed via phone that you understood this and also opened up the text and email wrapping up that conversation. 

  Of course we are going to offer solutions at lower costs to keep you as a customer since we value you and your business. Your account has been cancelled but that cancel fee will remain in affect due to the prior arrangements made in your agreement that you agreed to. 

  Your account is cancelled with a charge back fee of $151.

   

  Thank you

   

*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. ↩