ComplaintsforEcoShield Pest Solutions

• Initial Complaint

  09/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed a service agreement with EcoShield for exterior pest control. The agreement stated it was for 24 months. It also had some unclear figures (see Service Agreement under "QUARTERLY Subscription", "Initial Service/Warranties" and ********************** There is an amount listed as "Annual Commitment Discount:" of $200.00. I told the salesman I was putting my house up for sale in the Fall and would be moving to a rental property somewhere in the area. He assured me I would just have to notify the company of my move to stop the service, just like every other service provider I had at my house, lawn care, electric, etc. I sold my house and moved in January of 2024. I received and paid for the treatments up until that time including one just as I was moving in January and then one in April that I felt obligated for because I neglected to inform the company with everything going on around moving out of a house I lived in for over 40 years and leaving the country for a month. In May and June of 2024 I called the company and emailed telling them I sold the house and had moved to a rental property that provided pest control. They asked me to provide proof, which I did on two occasions. I never heard a direct response but just started receiving notices that I owed a $200.00 cancellation fee and then was told that this was due to the fact I still lived in a "serviceable" area. I have again talked to a representative and told again after I explained I was told that moving would terminate my contract, and again sent proof of my move I was sent an email that I owe them $200.00 because I moved in a "serviceable" area. Their sales person misrepresented their business practices or didn't understand them himself and their contract only shows a $200.00 "Annual Commitment Discount" No mention of penalty of number of required treatments. I paid for the 5 listed on contract. I have now received a notice from a collection agency.

  Business response

  09/19/2024

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

  Customer response

  09/20/2024

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

  Business response

  09/23/2024

  Mr. *****,

  I would like to assist you with your early cancellation fee. If you could please contact me at the following number I would be happy to assist. 

  I do not see you in my system and not sure if you were in another branch in Chicagoland. 

  Please call me at ************ and hit ext 2 twice to get to my office.

  thanks,

   

  **** ****

  General Manager

• Initial Complaint

  08/24/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In June, and Eco Shield representative sold us a quarterly service for pests at $189, saying we could cancel at any time. We had the first two cycles per the contract and paid. After evaluating expenses we decided to cancel all non-essential services. **************** had me on the line for over 32 minutes trying to negotiate a lower service over 6 different offers. I continued to tell her no I need to cancel because I dont have the money to pay you. She then tells me that if I break my 24 month contract I must pay $200 because that was the discount I was given. And instead I must have the 9/13/24 service to avoid that. The sales discussion & contract were misleading. You can cancel any time after your 24 months of paying is over. Such a scam.

  Business response

  08/26/2024

  Good morning,

  I have reviewed the complaint and understand your concerns. As with any agreement there is a early termination fee assosciated with the agreement until the original is fulfilled. With this only starting the remaining services must be fulfilled in order to avoid an early cancellation fee. This fee is stated on the agreement and was signed in accordance. Also, during the "Welcome to the family" text, you replied "Yes" to understanding the early cancellation fee. Therefore I am glad to re-instate your agreement if you wish to continue and avoid the early cancellation fee or stay cancelled and just pay the agreed upon fee.

  Regards,

   

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

  General Manager

  Customer response

  08/27/2024

   
  Complaint: 22190510
  
  I am rejecting this response because:
  
  Eco Shield uses unethical sales tactics and relies upon consumers not understanding the contract so that they may continue to charge them. You could have tried all the many saves like lowering the contract or allowing a pause until 2025, but instead you choose to hold fast to your shady business tactics. 

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

  Business response

  08/27/2024

  Good morning,

  I am able to understand that you wish to cancel with no penalty, but as with any agreement broken before completion there is always an agreed upon settlement if one side breaches the agreement. This was highlighted on the service agreement that was signed and also covered in the email that was responded "yes". So, there were additional times you had the opportunity to opt out of the service agreement with no penalty. As a company we do our best to ensure that the consumer understands the agreement they are entering into with us and do our best to allow for you to say no during this process if the agreement does not fit your needs and requirements. As these multiple times you continued with the process and started our services we will follow through with the early cancellation fee and required in the agreement.

  Again, if you wish to continue to completion of your service agreement I would be glad to re-instate your services and setup your regular service dates.

  Regards,

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

  Customer response

  08/29/2024

   
  Complaint: 22190510
  
  I am rejecting this response because it does not satisfy me. They lied to me about the ability to cancel any time, did not clearly state that the contract includes a fee for cancellation that was given as a discount. These are predatory practices and the BBB should not allow affiliation with this unethical company. 
  
  Sincerely,
  
  *******************************

  Business response

  08/30/2024

  Good day,

  The agreement does state it clearly. It is in green the cancellation process and fee. Also, you approved the text message which you read that in #2 clearly states that if you cancel early you will repay the early cancellation fee stated on your agreement. So, you had multiple times to make a decision to cancel the service prior to starting the service. You also had 3 days to cancel even if we started with no penalty except paying your initial service fee. So, the process on the service is consistent with all other customers who chose to cancel early or complete their service agreement. 

  Regards,

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

  General Manager

• Initial Complaint

  08/06/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 5/10/24 a sales representative from Ecoshield visited my home. The sales arrangement that I made at the time I understood to cost $209.00 for the year. After the first visit I I thought I had paid for my entire years service. Apparently I was incorrect and was subsequently charged an additional $209.00 upon the next visit. After the 2nd visit, I was unhappy with the results as we still have issues with insects. I called on 8/6/24 to cancel the service and I was informed I would be charged a $200.00 cancellation fee. At no time did I understand that this was a 2 year commitment. I was made to sign via smartphone the service schedule, and it was never made clear that I would be charged more than once for the service, nor was it made clear that it was a 2 year commitment nor that there was a cancellation fee. After responding to the first text on 5/10/24 was the first time that I had the ability to review the "agreement". After attempting to explain all of this to the phone representative I was dealing with, she offered to lower my subscription to $109.00 for the remainder of the year, which would be 3 additional visits. As the service was ineffective and it would cost me an additional $327 for the remaining 3 services I declined that offer. Additionally, it would have been cheaper to do an annual service in the first place as the service visits apparently cheaper per visit and the "cancellation fee" is less. At the end of the conversation I was informed I owed the $200 for cancelation. The sales representatives are incredibly pushy and untruthful in their sales pitch. I feel I was lied to and deceived. When attempting to cancel the service, the sudden price drop to shorten my agreement also makes the whole thing seem incredibly dubious and I feel I have been scammed.

  Business response

  08/07/2024

  **************,

  After reviewing your agreement you signed with Ecoshield I do see that you did sign and review the documents. This included an email which explains the 3 main topics of your agreement. The main page you sent on this issue attached to this complaint shows in the body your scheduled billable dates. As you stated you also spoke to our "Welcome to the family" group which goes over the agreement and your committment requirements. I have attached the notes, showing the text to you after the phone call and that you replied "yes" to the 3 main items of the agreement. I have also attached a picture of your appointments which shows you have not called in for any extra services which are free and included in your service agreement. 

  If you wish to continue with your services for the remainder of the agreement, I would be glad to re-instate your account. Otherwise, as you had multiple opportunities to cancel or change your service to a one-time service we will be holding to the agreement. 

  Regards,

  Mark 

  General Manager Ecoshield

  Customer response

  08/07/2024

   
  Complaint: 22101590
  
  I am rejecting this response because:

  To clarify, at no point was I made aware this was a 2 year commitment nor that there would be a cancelation fee.  I was under the impression that initial $209 was for my entire year's worth of visits with no additional commitment.  The entire sales process is designed to dupe the customer into signing an agreement before being able to review it.  Your sales rep never went over the specifics of the agreement.  And only after replying "yes" was I given the opportunity to review the agreement.  The phone representative said nothing of additional service, free or not.  Why would I continue to pay for a service that is ineffective?  Even the pushback from you on this is more evidence to that fact that the entire process is a scam.  I don't want any of your representatives on my property again.  Your phone rep offered me a "deal" to go down to a 1 year agreement and the services would be cheaper per visit.  How does that work if my 2 year agreement was for almost twice as much per visit? I'm getting ripped off either way.  Huge red flags everywhere.  

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

  Business response

  08/08/2024

  Good morning,

  Your account is already cancelled in the system, but the cancellation fee will not be refunded or removed. 

   

  regards,

   

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

  Customer response

  08/08/2024

   
  Complaint: 22101590
  
  I am rejecting this response because:

  That is an unacceptable outcome.

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

• Initial Complaint

  07/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  An ecoshield representative came out a couple months ago asking about pest control. I told him I was renting and would only be living here a few more months. I was charged $169 for the outside of my townhome to be sprayed. He told me I could cancel whenever and I would only pay for the services I received. I called on July 26, 2024 to cancel and I was told that I had to pay a $400 cancellation fee. So in essence I paid $569 for them to spray outside of a 1577 sf townhome that I don't even own. That is completely egregious, to me, that was a scam!

  Business response

  08/15/2024

  Good day,

  I have reviewed your complaint and reviewed the agreements and texts you approved during the initial sign up. During that time the agreement shows the agreed upon time frame of the services and the early cancellation fee.

  Please see attached documents as information about your agreed services.

  This was then followed up with our "Welcome to the family" text, which in the attached document it has you read and agree to the fact that if you cancel early you will need to pay the early cancellation fee.

  During both of these interactions along with the 3 day right to cancel, you had sufficient time in order to read again the agreement and if you knew that you were not able to fulfill the full agreement you had the right to cancel at no penalty.

  You did respond to the text with "Yes" that you understood the agreement and cancellation obligation. 

  The great thing about our service is that you could transfer the service to your new address with no penalty and finish your agreement. 

  If you wish to transfer the agreement, I will be glad to have the account re-instated with the new address at no penalty.

  Please let me know. Otherwise, I can understand your frustration with not carefully reading the full agreement, but the termination does remain in place.

  Regards,

  Mark

  General Manager/Shorewood Il

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  An Ecoshield sales agent came to my house unsolicited June 2022 and was offering pest control services. The agent offered a price for services and said that I can cancel the contract anytime with no penalty and had my sign a signature line on his phone. Late 2023 I told Ecoshield I no longer require their service, but they told me (on a recorded call) that I signed a two year contract. I told them about the sales agent, and they said (i) they were aware of the sales agent and how the sales agent made false claims, and (ii) they will still require me to pay the same penalty to terminate the contract. I paid $300 to terminate the contract.

  Business response

  04/03/2024

  BBB,

  This complaint is for the ********* ** business location, please transfer.

  Business response

  04/04/2024

  Good day,

  I require more information as I do not see Mr. ********** in my data base. Would this agreement be under a different name I may look up and see the issue?

  I can say in generic terms, that all agreements we enter into with our customers are gone over multiple times where the customer may decline the service. 

  During the sale, the customer signs the agreement after reading which shows the terms of the agreement.

  During the initial service the customer is again gone over the terms of the agreement with the start technician and if ok'd, then the initial service is begun.

  The customer is then called with a Welcome call to see how service was provided and Ecoshield answers any questions the customer may have at that time including any cancellation questions.

  The customer then by law has the 3 day right of cancellation which the customer could have cancelled the service if he didn't wish to continue and the agreement would have been cancelled. 

  During the signing of the agreement, the customer is told and shown on the contract they are signing after reading that there is an early cancellation fee. If the customer decides on their own to discontinue services prior to completing the agreed upon terms, then the customer is obligated by the agreement to pay the early termination fee on the agreement.

  So there any multiple opportunities which the customer should have read or been spoken to about the terms in which they then agreed to.

  If you have any further information or can give me the account number I would be glad to review the account and give a detailed account of their service agreement.

  Regards,

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

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company has been an issue from the start and now that I look back - there were SEVERAL red flags for fraud. However, today 3/20/2024 was the tipping point. I had an inspector from this company come to my home yesterday, and stated I needed over $5000 on services- I signed up for over $2,000 and then my husband convinced me to cancel the majority leaving $620 charge for exclusion service to fix several holes at the house that were causing a mice problem. The salesman Showed pictures of all these holes and said it will be $620 to fix them all, most were working the cement foundation. When the person came to fix them today, he stuffed steel wool on 3 holes, put plaster over one that also got all over my cedar siding, replaced a plastic dryer vent cover that was supposed To have a screen over it but does not, and was closing a hole in the attic peak. The pictures they sent do this complaint justice. Please reach out to me for the pictures and proof. The attic peak picture actually has the sky showing AFTER the hole was covered.

  Business response

  03/21/2024

  Good day,

  I attempted to contact you this morning by phone to discuss concerns you have at 0800 hrs. I left a message and phone number to return my call to help resolve the issue. You are correct that we proposed all work we discussed to help resolve any possible entry points and possible present areas that mice might be nesting. The 2nd part of the $5k was the termite prevention system. So, the $5k comprised 3 different services. In the end, you chose to go with the exclusion work which included sealing the holes of opportunity and the exclusion hole in the attic. In the pictures you provided of the hole in the foundation was in fact the step 1, 2, and 3. The exclusion of the hole in the attic does show the screening used to exclude a possible bird entry point. So, the exclusion work was completed per the proposal and agreement on the one service your wished to proceed with and approved on the service agreement. 

  I reviewed the agreement since you are asking in the issue above that you are reimbused for the completed work. I would be glad to reduce to $500 as that is our minimum exclusion job from the $620. I would also be glad to come out and audit the work that was completed to discuss and answer any and all your questions. 

  I am always available to discuss and my phone number is ****************** twice to get to the local office.

  My email is ********************* if you first wish to communicate by email.

  I look forward to speaking with you to resolve this concern to an amicable position. 

  Regards,

   

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

  Customer response

  03/22/2024

   
  Complaint: 21462920
  
  I am rejecting this response because: I have requested a detailed invoice for the services provided and the company is refusing to provide that as they clearly do not want to show that they paid for $20 of materials and were on my property for a total 27 minutes and charged me $620. This service was on top of $189 every other month for pest control. Also, this $620 was to stop mice from entering and for laying traps - no traps were laid by the company, we have laid traps ourselves and there has NOT BEEN ONE MOUSE. also, please note the company had been servicing this home since 2018?? There should be ********** of any pests. I will NOT pay for the service provided as they did not complete the service  I will pay the cancellation fee to cancel ANY and ALL services with this company forever. The attached is all they will provide which does not show anything. And is barely legible. I will also note, that the siding is ruined by their quick Crete job, the home in the attic is still wide open, and they didnt leave traps. This was more than half of the work they were supposed to provide. The other half is stuffing 2 small holes with steel wool.   

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

  Business response

  03/22/2024

  Good morning,

  I have spoken with customer and attemped to explain our service. Customer did agree to the service after cancelling the other two services that the customer accepted and then cancelled. Had the customer decided to cancel this service we would have gladly also cancelled this service but per customer own email she accepted this service to be completed. After speaking with customer to attempt to resolve i did lower the price to our minimum for work of $500. 

  At this point, customer is refusing to pay for work performed.

  Customer did not want to me to come out and review or audit work either.

   

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

  Customer response

  03/22/2024

   
  Complaint: 21462920
  
  I am rejecting this response because: this business response does not address the issues. They refuse to see their work does not match their prices, in turn making them a complete scam. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  12/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Several months ago, I had one of their associates that came by my house. He was a sales person with a tablet. He told me there was a deal they had for pest control. He explained that it was an alleged "discount" they were giving out to new costumers in the area. He has explained me the prices per seasonal visit which was about $145. He hasn't mentioned anything else such as a early cancellation fee or anything in particular. So feeling rushed, I agreed to sign a contract with him. after 3 visits within 3-4 months, I wasn't happy with the service. I still had bugs, spiders crawling around outside of the house. So without asking for a refund and just to cancel the service, I was hit with an unexpected early cancellation fee of $200.00. Outraged, I called the company and they notified me that it was in their policy to charge costumers for early termination which required 12 months! to successfully terminate the contract. Their salesperson failed to mention the cancellation fee and had me rushed to sign the contract which he also lied about the "discount". How can this be considered a discounted price if they will charge a lot more money if a costumer isn't satisfied with the service and then later hit with another fee. The company hasn't waived the fee and currently now reported me to the collection agency.

  Business response

  12/18/2023

  Good morning,

  After reviewing the account, I see a couple items to help answer your concern about the early termination fee.

  1. During our follow up email you did acknowledge that if you cancel the agreement early that you will pay the annual commitment discount that you received and that you replied "YES".

  2. I noticed also during the initial service you only wanted the exterior treated and not the interior.

  3. During your next month egg cycle visit Ecoshield completed the exterior treatment again and that when the **************** team spoke with you there were no complaints or issues.

  With this information the early termination fee is proper. If you desire to continue your service instead, I would be happy to ********** your agreement and setup the next regular service for you. 

  Please let me know if you wish to reinstate, if not, the early termination will be held in the agreement.

  Regards,

   

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

  General Manager Ecoshield

   

  Customer response

  12/21/2023

   
  Complaint: 21013623
  
  I am rejecting this response because: I was not aware nor advised by the salesperson of the penalty of early cancelation and was pressured to sign the documents on scene. Did not receive enough time to read through their policies.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  12/09/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed up for this pest service. I paid $177.45 for my service in October and the company never came out for their service. Additionally, the charged me $200 to cancel the contract when I was told there was no cancellation charges when I signed up. Lastly, I when I called the ********************* they told me Ecoshield never filed a permit for solicitation. I have tried called this company several times and they never *************. I am looking for resolution since I paid the service they never came out for. As such, I am looking for them to remove the $200 cancellation fee or refund the $177.45 for services never received. Account #********

  Business response

  12/12/2023

  Good morning,

  I have reviewed your account and the contract was signed.

  The original service was also signed for when completed by our initial service technician.

  I have attached the text message and your response to it with your "YES".

  If you wish to discontinue service then the outstanding balance plus the early cancellation fee is required for the termination of the agreement.

  Thanks in advance,

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

  General Manager Ecoshield

  Customer response

  12/13/2023

   
  Complaint: 20984133
  
  I am rejecting this response because I did not receive service for the last payment I made. Also was told several times in person when I signed up that there would be no cancellation fees.  
  
  Sincerely,
  
  *****************************

  Business response

  12/15/2023

  Hi ***,
  
  I hope this message finds you well. I wanted to clarify some details regarding the services provided at your property.
  
  The service that occurred on 7/31/23 was indeed the last service conducted by our team at your location. In preparation for this service, we took the initiative to send appointment reminders via text, email, and voicemail several days in advance. It's important to note that after the service was performed on 7/31/23, we made contact in order to collect payment, and at that time, there was no dispute or contention regarding whether the service had taken place until now.

  Regarding the balance from 10/2/23, I want to clarify that this amount does not pertain to a service visit. Instead, it represents the $200 annual commitment discount payback, which is applicable when a customer opts to cancel their agreement prematurely.
  
  If you have any further questions or require additional information, please feel free to reach out. We are committed to ensuring that your concerns are addressed promptly and thoroughly.

   

  Customer response

  12/18/2023

   
  Complaint: 20984133
  
  I am rejecting this response because: I was charged and paid $177.45 for no service. In the past I received a text that they were coming our for service and they never came period.  Instead I am being charged $177.45 with no service for this time period and $200 for apparently cancelling the contract early despite verbally telling me there would be no cancellation fee.  I'll agree to pay $22.55 which is the difference between the cancellation fee and $177.45 service fee.     
  
  Sincerely,
  
  *****************************

• Initial Complaint

  11/30/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Their salesman showed up at my house and started to convince me to change my current service and I told him my conditions that I need to be covered he agreed then we signed the contract then the company refused to cover the service that we agreed on and they said we only spray outside but not the inside I called them more than 5 times and they denied my request for the service stating they don't do indoor only outdoor which I insisted to cancel the service and then they changed me $150 cancellation fee.

  Business response

  12/04/2023

  Good day,

  I have reviewed your account and notes with customer service rep. I believe there is a disconnect on the expectations of the service vs. what we can service in the home for the customer. When we service the home, we will complete an outside service and complete an inside service. The inside service is a full inspection of the home and treating in areas where we find issues. We also will treat entry points such as the doors going to the outside of home. We do not just apply product to the entire home each time we come out to complete the service. 

  Ecoshield would like to continue your service and be glad to come out to complete a follow up on the inside if you wish. We will as stated above treat the entry points of the home and any other area we find a issue.

  If you do not wish to continue with the service there is an early cancellation fee which must be paid.

  Regards,

   

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

  General Manager 

  ********* **

  Customer response

  12/04/2023

   
  Complaint: 20939560
  
  I am rejecting this response because:

   

  I called more than 5 times and every time I call they give me the same promises and when they transfer me to the local office guy he refuses to do what we agreed on, there is no discrepancy between what we agreed on I called ************* ******************* and he confirmed that what I signed up for.
  
  Sincerely,
  
  ***************

  Business response

  12/13/2023

  Hi ****,
  
  Could you please provide more details about the specific agreement or service that you believe we have not fulfilled to your satisfaction? We have thoroughly reviewed our records, including the previous appointment for a free follow-up on 11/21/23, and it appears that your concern at that time was regarding flies inside your home.
  
  It's important to note that flies are not covered within the scope of our ************ Services, which you had signed up for. For your reference, we have attached a copy of the Service Agreement that clearly outlines the services we provide and the pests that are covered.

  Customer response

  12/13/2023

   
  Complaint: 20939560
  
  I am rejecting this response because: I attached agreement where you refuse to follow.
  
  Sincerely,
  
  ***************

• Initial Complaint

  10/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Services have been charged and not performed. They are inside and outside services. My son has been home and my neighbor has a ring camera no one has sprayed the property inside or out. I have another lawn service they always leave paperwork. They show up on my neighbors ring and my son has seen them. Eco shield has not fulfilled the contract as stated inside and out pest control. My husband has called them and emailed them for months they never call back they claim you can cancel sure if they ever answer or respond. We still have spiders, mice and no signs of any treatment.

  Business response

  11/02/2023

  Hi ******,
  
  To clarify, this complaint dated 10/13/23 is about the service appointment that took place two months ago on 8/14/23? We did not service your home recently, so we want to make sure we address your concerns accurately. It's important to understand that pest control services are most effective once a protective barrier has been established along the exterior perimeter of your home. While interior services are available, we typically do not provide them unless explicitly requested by our customers. We also have free touchup visit available to any customer still having pest activity after a regular service visit. We did not find a request for one.

  Please feel free to share any additional information or questions you may have, and we'll do our best to assist 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. ↩