ComplaintsforEcoShield Pest Control North DC, LLC

• Initial Complaint

  07/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have been asking them to cancel my contract and they keep pushing me off, and now are trying to charge me. I want my contract canceled and my account zeroed out. Then I no longer want to be contacted by them. I have the individuals name, number, and license number if you need that to contact them.

  

  Business response

  07/28/2024

  Dear *******,

  This is written confirmation that your account was closed on 5/8/24. There were no services or charges.

  Customer response

  07/29/2024

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

• Initial Complaint

  07/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had someone from ecosheild knock on my door. I said I was not interested but if they remove groundhogs i was interested in that service. They said they did that and i had to sign up for a subscription to get that done. The next day someone i thought was coming to put up a trap but instead he told me all these other services I needed. He was not upfront with any charges. After he left I get invoices via emal for over $3000 of services I didnt need. I called that same afternoon to cancel everything (Monday July 1st, I spoke to kay at ecosheild who assured me it was all cancelled). Tuesday morning i get emails and texts confirming the appointments i canceled. I call again (July 2nd) and get the run around saying the local office had to cancel. I get transferred to the local office who says now I am cancelled. The next day (July 3rd) I get the same texts and emails this time saying i have to call to cancel. I call them AGAIN and speak to Jester. He says the same stuff as Kay and that the local office needs to cancel and that there are notes of my cancelation request in their system. I demand he cancel and he assures me he now has cancelled but the local office also needs to cancel. I get xfered to the local office in MD again and make it crystal clear to them that I never ever want to or will do business with ecosheild and that I have had to repeatedly call. The local office assures me now I am cancelled. The next day I get the same emails and a text from them saying I have to call again to confirm cancellation and that i will be charged a cancelation fees. I CALLED THE SAME DAY THEY ORIGINALY CAME OUT to put an end to this but Ecosheild wants to play this game and try to hold customers hostage. This is a very corrupt and dishonest company who has now wasted my time and ignoring my immediate requests to stop business with them before it has started. I

  

  Business response

  07/15/2024

  Hi *****, 
  
  Thank you for taking the time to reach out to us and explain your situation. I understand where you are coming from and the frustrations that may arise from the constant back and forth you were dealing with. I want to sincerely apologize for your experience. I have taken a look into your account and I want to reassure you that your account has completely been closed down, all billing information has been removed, and there is no outstanding balance. As of now, if there is nothing else we can do for you, your requests have been met. If there is anything else we can do for you, please don't hesitate to reach out. 
  
  Best, 

• Initial Complaint

  06/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I paid EcoShield for service on April 18, 2024. I handed my check#*** for $125.00 to Jonathan C****, the tech who serviced my property that day. I always pay the bill at the time of service and hand the check to the technician that has performed the service. Unfortunately this is not the first time I have received a message claiming I have not paid my bill when indeed I have. After multiple phone calls which were answered by some “processing” company in the Philapines receiving no help whatsoever I eventually received an email stating they did have a record my check being turned into the office but it was never “processed “. The want me to cancel the check ($25 fee at the bank) and issue them another one ! Their mistake (again!) and they want me to pay again and cover their incompetence. ****** ******

  

  Business response

  07/01/2024

  Dear ******,
  
  Thank you for providing us with the opportunity to resolve this concern. We are currently reviewing our records to address the issue. Please rest assured that if applicable, you will be reimbursed for the $25 bank fee. We are committed to doing everything we can to prevent it from reaching that point.
  
  Could you please confirm whether the check shows as processed on your end?
  

  Customer response

  07/03/2024

  I have called my bank today and they stated that my check to  North DC Eco Shield Pest Solutions #  *** dated April 18/2024 for $ 125.00 has not been cashed yet. They recommend to avoid fraud to stop the check and they charge  a fee of $ 32.00. To solve this problem Eco Shield can credit us the fee of $ 32.00  by reissuing a new invoice for $ 93.00. We will pay the new adjusted invoice. We think this is a fair way to solve this problem . We also recommend that Eco Shield does some serious investigation within their Office to avoid lost checks from customers in the future. Thank you. ****** and ****** ******

  

  Business response

  07/14/2024

  Dear Mr. ******,
  
  Thank you for your patience as we work to provide you with a more convenient and effortless experience. We have credited your account for $45, leaving a remaining balance of $80.
  
  If you have any further questions or need assistance, please feel free to contact us.

  Customer response

  07/17/2024

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

• Initial Complaint

  06/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Ecosheild was contracted by me on May 15th to capture a groundhog in my yard. They were to come daily to bait and check the trap. They have not been back since May 30th and we still have groundhogs and still have a trap of theirs in our yard. They will not come back to our home and have charged me for a service they have not completed.

  

  Business response

  07/01/2024

  Dear BBB,
  
  We have reviewed our records and found that the customer was quoted for various services but only signed up for "Wildlife Trapping," which does not include daily visits. Attached is the Exclusion Service Agreement for your reference.
  
  We would be more than happy to have our Service Manager review the wildlife services with the customer to clarify any misunderstandings regarding daily visits to check the traps.
  
  If you have any further questions or need additional information, please feel free to contact us.

  Customer response

  07/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: please attached schedule for wildlife trapping.  They were to come every business day and they did not show up.  Their trap is still currently on my property as they stopped showing up. 
  
  Sincerely,
  
  ****** ****

  Customer response

  07/08/2024

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

• Initial Complaint

  06/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On June 11, 2024 an EcoShield sales representative came to my house and performed termite control service which was not authorized. My minor child was asked to sign to approve/authorize service. I have not authorized or initiated an annual renewal with EcoShield Pest Services. I was surprised to hear this from my daughter and elderly mother as EcoShield removed 16 termite bait stations from my home without authorization in April 2023 due to my contract termination I initiated due to poor service and shady activity of representative(s) reporting and bill of unperformed services. Please note I prepaid for termite bait stations in the amount of $1,390 and was told upon removal the baits were not my property because I terminated my contract. I have made several attempts to contact the customer service number to no avail or remedy. I was refused a manager and was told no one would come to my home in future. After the call, I received an invoice of today's service in the amount of $200. I am seeking resolution to void this invoice and refund the bait charges in 2023 in the amount of $1,390 as I believe this was fraudulent activity. I have attached documents to support my complaint. I am very concerned this company is practicing fraudulent scammers and I will notify my State Attorney General office in hopes they can ban any licensees/credentials to do business in the state of MD.

  

  Business response

  06/25/2024

  Dear BBB,

  Please keep the complaint open as this is being reviewed by management. Nichole, we appreciate your patience as we work to resolve this concern for you.

  Customer response

  06/25/2024

  
  Complaint: 21835681
  
  I am rejecting this response because i have contacted Ecoshield office on multiple occasions in addition to my BBB complaint. Each occasion, the customer service representatives have failed to respond back with a supervisor as requested.  I was told that the local headquarters would contact me since this person illegally arrived at my home. I believe this is a tactic as my bank is also investigating as this occurred last June and i received the run around. Please note i cancelled my services over 2 years ago in which EcoShield removed the termite bait stations I paid for in advance as they explained this was required per Maryland state law upon cancellation. And yet they continue to force services and illegal invoices and utilize my EFT banking information that i cannot remove. This is an illegal scam that must be addressed. This company has no intentions of refund my money of unauthorized services and the bait stations that were removed from my home. 

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

  

  Business response

  06/28/2024

  Dear Nichole,

  Thank you for bringing your concerns to our attention. We deeply regret the inconvenience you experienced and appreciate the opportunity to address your complaint comprehensively.
  
  Upon review of your account and our service records, I would like to clarify a few points and offer a resolution.
  
  Firstly, we apologize for any confusion or distress caused by the recent service visit on June 11, 2024. It is not our policy to initiate or continue services without proper authorization. Our records indicate that the original termite install was completed in June 2022. Subsequent services were conducted in response to your requests, including additional bait stations and a spot treatment.
  
  Regarding the removal of termite bait stations, I must clarify that we did not remove any of your stations at any time. The initial installation in 2022 included bait stations that are part of the service agreement, and these remained at your property unless specifically requested for removal by you, which our records do not indicate.
  
  We acknowledge the concern regarding the service authorization by your minor child. This should not have occurred, and we will ensure our representatives adhere strictly to our authorization policies in the future.
  
  In light of your concerns and to demonstrate our commitment to resolving this matter, we have decided to waive the $200 invoice for the recent service. Additionally, we will freeze your subscription to prevent any further misunderstandings.
  
  Regarding the prepaid amount of $1,390 for the termite bait stations, since the installation was completed in June 2022 and the service period extended until June 2023, we are unable to process a refund for this amount at this time. The termite monitoring services were provided as per the terms of the agreement during the specified period.

  We hope this resolution addresses your immediate concerns. Should you require any further assistance or wish to discuss this matter in more detail, please do not hesitate to contact us directly. Your satisfaction is our priority, and we are here to assist you.
  
  Thank you for your understanding and patience.

• Initial Complaint

  06/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In May of 2024, your sales rep came to my door several times. I listened to his pitch which included that my rate would be $179 for 4 treatments. I agreed. After the second treatment I was billed a 2nd time for the $179. I call EgoSystem to tell them I was not informed that each treatment would be $179. So when I called and tried to cancel. They said I had to pay cancellation fee of $200. They said they had a contract signed. I asked for them to send me the contract and they did. They have someone else name on the contract and that person signed. Under the initials sections, they didn't even get my initials correct. All I want to do is cancel without a fee!

  

  Business response

  06/19/2024

  Dear ********,
  
  Thank you for reaching out. Attached is a copy of the agreement that was reviewed with you at sign-up. The name at the bottom refers to your partner, who added their billing information to cover the cost. The Service Agreement remains valid. The charges are outlined in the attached agreement and were confirmed through our two-step verification text, to which you responded "yes" to indicate your understanding.
  
  For the BBB's reference, both documents are attached. In our effort to prioritize customer satisfaction, we will waive the $221 annual commitment discount payback for canceling the agreement prematurely as a gesture of goodwill. There are no further charges, and your account is now closed.
  
  If you have any further questions or need assistance, please feel free to contact us.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Early May 2024, service was scheduled to replace bugs traps, outside vents and replace the garage doors sealing around both doors. Service was half way completed and what was poorly executed. The outside vent despite being replaced was not done correctly and it is an eye sore which I told the technician. I was the last customer that day and to my surprise the technician did not have the parts on hand to complete the work for my garage doors. Parts had to be ordered to complete the job. Then somehow my credit card on file was automatically charged for the full $2600 showing on my account that service was complete. I called the local office 3 times in less than 24h following this service and requested to talk to the manager communicating the fact that the job was poorly done and incomplete because it was missing the parts and to fix the horrible looking vent. I also let him know that they had charged my credit card for the full amount for an incomplete service. Appointment was made for the Friday that same week. Then later the appointment was cancelled without my knowledge. I was furious about this and contacted customer service twice and requested a refund of the charge. None of this happened. Then I received daily calls and emails from Eco Shield about cancelling my contract and trying to schedule one last service before the end of my contract which expired on 01 June 2024. I didn't schedule the service as no refund was made for the $2600 incomplete service. Then Friday 31 May 2024, my ECO shield account was showing a cancellation fee of $150. Now I receive email reminders to pay this cancellation fee. I am requesting for a full refund of the $2600 charge for a service that was completely unsatisfactory and a reverse charge for a cancellation fee 24h before the expiration of my contract.

  Customer response

  06/13/2024

  As of today 13 June 2024, the company contacted me to get my credit card information to pay for the "early" cancellation fee for the 24 months contract that they charged on my account on 31 May when the contact expired on 01 June. Of course no news on the refund for the $2600 charge on my credit card for service that was half way done poorly and never completed. 

   

  

  Business response

  06/16/2024

  BBB,

  Please keep this complaint open as our management team is still reviewing the account and customer concern in order to provide a fair resolution.

  

  Business response

  06/28/2024

  Dear *******,
  
  Thank you for bringing your concerns to our attention. We sincerely regret any inconvenience you experienced.
  
  Regarding the termite treatment, we are pleased to note that there were no issues during the initial service. However, we understand there was some difficulty with the exclusion follow-up. Despite our efforts to schedule and complete this service, we respect your decision to cancel and not allow us back on the property to finish the installation.
  
  In light of this, we agree to refund the exclusion work. The refund amount will be $1,650.00, reflecting the service not completed. However, please note that we cannot issue a refund for the termite treatment as it was successfully carried out.
  
  We are committed to resolving this matter amicably and ensuring your satisfaction. If you have any further questions or need additional assistance, please feel free to contact us directly.
  
  Thank you for your understanding.

  

  Business response

  07/04/2024

  Dear *******,

  The refund would be processed back to the payment method used for past invoices. We have waived the $150 annual commitment discount payback for canceling the bi-monthly service agreement prematurely. 

  Customer response

  07/15/2024

  As of 15 July no refund has been received. 

• Initial Complaint

  05/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  An inspector came to our house and looked at our attic and said he saw mouse droppings up there. He quoted us a price of $3,479. And told us that it would cover the insulation of the attic and also sealing of entry points around the house so that mice can't enter again. He also said that this amount can be paid in installments, with $1,250 due upfront and the rest due in monthly payments. What happened instead is that the company charged us $3,479 and debited the entire amount from our checking account. And then after that they proceeded to charge another $1,250. Now they are claiming that these two amounts are for the two different services (insulation and sealing of the place). This was not discussed as two services to us by the inspector. We were quoted the price as a package deal. Not to mention that it was meant to be paid in installments. If we had know that this service would cost close to $5,000 we would not have chosen to go with them. There are companies that will do it for half of that price.

  

  Business response

  05/24/2024

  Hi *****,
  
  We did a thorough review of your account and found that both a Insulation and Exclusion agreement was reviewed, signed, and both copies were emailed to you for your records on 4/26/24. 

  If you have any documentation that supports your claims, please provide them for further review. Attached you will find copies of the agreement and the account alerts showing that they were signed and sent to your email.

   

  Customer response

  05/28/2024

  
  Complaint: ********
  
  I am rejecting this response because: The company asked us to sign on tiny screens on a tablet and never provided us with a copy of the thing we were signing. They then put the signature on a document that says we will pay an amount we don't even see until they later produce the document out of our presence. If this is not exactly fraud - please tell me what is. We did not sign the documents they provided as attachments. 
  
  Sincerely,
  
  ***** *****

  

  Business response

  06/02/2024

  BBB,

  The consumer is claiming they did not sign the agreements provided to their email the day of sign up. In order to verify their claim we would need to request photo's of their signature on their ID, or a document that has been notarized with their signature for further review.

• Initial Complaint

  04/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The date of this transaction started on April 18, 2024. The door-to-door salesman started a contract with me that I never signed and never agreed to. I have included a word document below with my proof because it was too many characters than what I could provide here.

  

  Business response

  05/07/2024

  Hi *****,

  Thank you for providing the texts for review. Did you ever receive a response to the last text message? This has been escalated to the Sales Manager and we want to make sure we have all the available details. 

  

  Business response

  05/16/2024

  Hi *****,
  
  Thank you for your cooperation and for providing those text messages. This issue has been escalated to the sales representative's manager. We have waived the $150 balance from the initial service visit. We sincerely apologize for any confusion or concern this has caused. Please be assured that there is no balance, and the account is closed.

  Customer response

  05/20/2024

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

• Initial Complaint

  03/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I signed a contract with EcoShield Pest Solutions - North DC to provide pest control within my home in 2022 (EcoShield Acc # *******). Under this contract, EcoShield E-mailed me 06/14/23 to indicate they would service my home on 06/20/23. As I was not in the US and no one would be available to provide EcoShield access to my home, I E-mailed (06/14/23) cancellation of the service for rebooking at a later date of mutual convenience. I received EcoShield confirmation of the cancellation 06/15/23. I received a Text message 06/20/23 from EcoShield to indicate they would service my home 06/20/23 despite their confirmation of cancellation. Despite being in meetings in Sweden, I returned Text message 06/20/23 to remind EcoShield that the service was cancelled, and received confirmation of cancellation 06/20/23. On returning to the US and my home, I found invoice for $179 charged to my credit card - taped to my front door with a note that that no one was at home for their service appointment. Contacted EcoShield immediately to dispute the credit card charge by phone – no resolution – so sent them an Email to dispute it – no resolution. Sent copies of Emails/text messages to credit card company to arbitrate, and ended contract with EcoShield. Credit card company found in my favor and provided $179 back to my credit card. EcoShield local branch and HQ have since harassed me by phone indicating that I owe them $179 in relation to service of June 2023. Hence sent them Emails and texts of confirmed cancellation (twice). Received letter from debt collection company (****** *********) March 2024. Sent debt collection company, EcoShield local and HQ letter that I dispute the debt (03/11/24) – and proof that the service call was cancelled in June 2022 – together with Email/text confirming cancellation by EcoShield. Still receiving text messages re: a debt of $179 from debt collection company. Can provide BBB supporting copies of E-mails, text messages and letters.

  

  Business response

  03/26/2024

  Dear *****,
  
  I hope this message finds you well.
  
  Thank you for taking the time to share your feedback with us. After carefully reviewing our records, I'm pleased to confirm that your requested resolution was indeed honored on March 18th, 2024. You should have received an email from us indicating a $0 balance, as the previous balance was waived.
  
  Should you have any additional questions or if there are any further concerns you'd like us to address, please don't hesitate to let us know. We're here to help.

  Customer response

  03/29/2024

  
  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,
  
  ***** *****

*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. ↩