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:11/04/2024

  Type:Sales and Advertising 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.

  November 1, 2024, my bank informed me that an online purchase was made by EcoShield for $200.00. I immediately contacted EcoShield to inquire about the debit to my account. They stated it was an Exclusion Annual Renewal Service performed on 11/1/2024. I had no idea what an annual exclusion service EcoShield provided. Their customer service rep stated a technician arrived on my property at 3:45pm - 3:46pm. So basically, it cost me $200.00 for 2 minutes. My complaint - I never received a phone call, text or email to give me the opportunity to say I accept or decline this annual service. They stated (11/1/2024) my contract yearly contract expired 10/31/2024. EcoShield took it upon themselves to arrive to my home without my knowledge to perform a service not authorized. I'm requesting a FULL REFUND and that my name, address and phone number be PURGED from their files IMMEDIATELY. EcoShield in the past always sent me text and emails with appointments and schedule services. The back door slick tactic doesn't sit well with me and I'm truly disappointed in their deceptive and fraudulent practices.

  

  Business Response

  Date: 11/06/2024

  Hi *****, 
  
  Thank you for reaching out about this. I want to sincerely apologize for any miscommunication during this. I understand this can be frustrating. I have sent in a refund request to my billing department and I should get an answer within the business day if it is accepted or declined. I will update you personally once I get an answer. If there is anything else I can do in the meantime, please don't hesitate to reach me. 
  
  Best, 

  Customer Answer

  Date: 11/12/2024

  Dear BBB,

  EcoShield response to my complaint is satisfactory with refunding my funds and removing my personal information from their business.  Thank you and your BBB team for being the mediator during this complaint with EcoShield and myself.   

• Initial Complaint

  Date:10/30/2024

  Type:Customer Service 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.

  After Ecoshield came to my front door to ask for business I decided to give them a chance. They said they were working with neighbors of ours and would give me a chance to try their services out without a cancellation fee. I decided to give it a full year which cost me over $1,000. I was not happy with their services (still had the same bug issues, no personal connection with said salesman which he had acted like) and found a different company that provided better care. Despite calling the company and spending over an hour on the phone to try and cancel my services with decieptful individuals trying to get every penny more out of me and forcing me to continue with services they said I had successfully canceled but would be charging me more money. NOW, I am being hounded by them via email, text, mail, phone asking for money I do not owe them. I am absolutely disgusted with this company and their practices and want to share this as a warning for others.

  

  Business Response

  Date: 11/04/2024

  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, 

• Initial Complaint

  Date:10/03/2024

  Type:Customer Service 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 August 30 EcoShield charged me for a Service that was not performed. Also when I was presented with the Service pitch, I was told I would only be paying every 3 months. I have been charged 2 times in August and have only been serviced one time. The second service was not performed , but I was charged $189.00 without my knowledge. You cannot access my property without being let into it by myself or my daughter so I know the service was not performed. Also, they are now trying to charge me an $150.00 cancelation fee after I have told them what happend pretty much calling me a lier. I want my money back!

  

  Business Response

  Date: 10/03/2024

  Hi *****, 
  
  Thank you for reaching out with your concerns. I want to sincerely apologize for any possible miscommunication during sign-up. For situations like these where information can be quickly run 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 which include two in the first 30-days, 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 on 7/31. 
  
  Next, the two services you were charged for was your initial appointment on 7/31 and then your egg cycle which took place on 8/29. Those are both billable cycles which was explained in the welcome to the family text. Given the circumstances, I am able to waive the fee for the cancellation portion, but I cannot refund/waive services charges due to product usage. If there is anything else I can do for you, please let me know. 
  
  Best, 

  Customer Answer

  Date: 10/03/2024

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

  They did not provide a second service or use any product on my property on said service day. It was not possible for them to service my property, therefore I expect a refund for the charge of $189.00 . 

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

• Initial Complaint

  Date:09/30/2024

  Type:Billing 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.

  06/25 A quarterly pest service was scheduled with Ecoshield. I contacted the company days prior via text, email, and also phone call to establish the only service needed for this quarter was mosquitoes. Spraying for all other pests was not necessary and we had severe issues with mosquitoes. They arrived to the house did not complete the service as requested. I then received an email receipt of service though it was not completed as requested and my credit card was charged. I called the company, requested for a proper quarterly spraying. After several attempts to schedule, the company failed to show. I declined the charge on my credit card. I received an email saying they are recharging my card. Further contact with the company lead to another attempt to have them do the service I have paid for. Again, on 09/26 the company didn’t show for their appointment. I have sent pictures to the “local manager” on two separate occasions of all communication over the last 6 months of dealing with this. I still don’t have a service or refund. I have threatened legal action but have got nowhere. Please help!

  

  Business Response

  Date: 10/03/2024

  Hi *****, 
  
  Thank you for taking your time to reach out to us with your concerns. I have taken a look into the account and notated all concerns within your account. What I can offer to do for you is waive the fee from your 10/01 appointment that was just rendered in the same amount for the service charge from June. That way you are still getting your appointment for what you paid for in June that was not complete, and you don't have to pay again. I'll do that now and email you an invoice showing you have no balance left. If there is anything else I can do for you, please let me know. 
  
  Best, 

• Initial Complaint

  Date:09/09/2024

  Type:Customer Service 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.

  Approx March 2024, this company was giving door to door pest control services. I had what I thought was a hornet hive under the trim in the outside of the rear of my home. A technician confirmed that the insects were hornets and with a partner sprayed the area on the same day stating that the insecticide would kill and continue to kill the hornets over the next couple of days. They would come back in several days to re-apply the insecticide. I saw 2 dead insects which were not hornets over the next 4-5 days. The hive however continued to flourish. I made several calls to the company complaining that the insecticide did not work. Come to find out that the insects were not hornets but were protected “Honey Bees”. I paid $300 for the service on the day of the spraying. I called and complained stating that a protected species of Bees had been sprayed and I immediately cancelled the contract asking for the return of my $300. I was told that I would not receive a refund and that I would be charged a cancellation fee and that the company would come to continue the application of the insecticide. I again informed the company that the insects had been identified as “Honey Bees” and that they were a protected species and that I was reporting the company to the environmental protection agency. I am being threatened with a third party collection agency if I don’t pay the $200 cancellation fee.

  

  Business Response

  Date: 09/26/2024

  Dear ****,

  We take matters like this seriously and appreciate you bringing it to our attention. Your concerns regarding the identification and treatment of the insects at your home will be thoroughly reviewed. We have procedures in place to ensure our services comply with environmental regulations and will take appropriate steps based on the findings of the review.
  
  In the meantime, we want to clarify that the $200 referenced is an annual commitment discount payback. This is associated with the initial service discount provided under the understanding that services would be completed over the agreed term.
  
  We will be in touch once we have completed a full review of the situation.

  Customer Answer

  Date: 09/27/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:The company falsified documents claiming that the insects were identified by their personal as hornets.  The insects were actually honey bees which are currently a protected species.  The initial technician agreed that the insects were not hornets but insisted on sending another technician to complete the job.  I also initially before finding out that the insects were honey bees told the technician that the insecticide was not killing the bees as it was stated to me would do.  I paid $300 for the service which I am requesting to be returned to me.  Now I have been referred to a third party collection agency ***** that is requiring a cancellation fee of $200.  I canceled the contract because the company misrepresented itself as a Pest insecticide company.  In several hours I found a total of 2 dead bees on my deck.  The technician that spray claimed to have video footage of hundreds of bees dying or dead that he was supposed to send me which he never did.  I called several times to complain and ultimately canceled the contract when I found out that I had a nest of honey bees being spray and not hornets as I was told by the company,
  
  
  
  Sincerely,
  
  
  
  **** ******

  

  Business Response

  Date: 10/11/2024

  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 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: 10/14/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: this company willfully sent its people to our neighborhood posing as pest elimination technicians.  They had no experience identifying and eliminating insects.  These people were not certified as pest control technicians and could not even tell the difference between a hornet and a honey bee (I had honey bees imbedded in the walls of my house.  The so called insecticide that they used did not kill any of the bees which by the way were a protected species. I found 2 dead bees on my deck. They fraudulently charged me $300 and are now charging me a $200 cancellation fee because I canceled the contract when I found out what they were doing.  I am asking for my $300 to be returned to me.  I will continue to document this information and continue my complaint with the BBB so that all consumers are aware of the practices of this company 
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:09/09/2024

  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.

  Salesman came door to door- promised 3 treatments for $189.00. I asked 3 times if the $189 was for all 3 treatments and was told “yes”. The $189 was pail by credit card. While on vacation I received a message for the 2nd service. I did not approve since we were away. We have no way of knowing is a 2nd treatment was even done. They certainly were not able to come inside the house. I Have since been harassed for an addition $189 (plus late charges). I responded with my dissatisfaction regarding what I was told and explained that the product/service has not worked. No response to email or text, so I called. Unable to make any headway because the service rep, Neil, said he had to speak to the sales rep. He said he tried to call and got not answer, left a message. I also have reached out to the rep - left messages and no response. The final straw is that I received a notice from a collection agency. I have excellent credit and I will not allow this to ruin that. If the sales rep will NOT return a call to the company they work for, something is WRONG! I refuse to pay the $189 they claim I owe and I will NOT PAY ANOTHER PENNY TO THIS COMPANY. Their customer service is horrible, not to mention the product/service does NOT WORK! Also, a supervisor has supposed to call me back for 3 days. No return call!

  

  Business Response

  Date: 09/19/2024

  Dear *****,

  We appreciate your feedback regarding the service agreement made during the summer months. The sales representatives who assist with door-to-door sales are independent contractors, primarily employed as direct sellers during the summer season. As of September, these individuals are no longer contracted with our company, which may explain the challenges in reaching them.
  
  In light of your experience and the difficulty in obtaining responses, we will close your account and waive the remaining balance of $198.45 as a gesture of goodwill. This adjustment will also include addressing any issues with your credit report, ensuring no further impact on your credit.
  
  We hope this resolves the matter and appreciate your understanding. Should you need any further assistance, feel free to reach out.

  Customer Answer

  Date: 09/23/2024

  
  
  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

  Date:09/05/2024

  Type:Sales and Advertising 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.

  This was sold to me as a one time service. Now they told me I signed a 24 month commitment. There service is horrible. I have listed my home for sale and called and tried to cancel service. They informed me I had to pay the balance of contract 18 months @ 169.00 by monthly. This was sold to me with false presence. It was never explained that this is a 24 month recurring service. Now they are embezzling from us. I am a disabled veteran and on a fixed income this is going to hurt us.

  

  Business Response

  Date: 09/13/2024

  Hello,
  
  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  "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:08/23/2024

  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.

  The original service was scheduled on May 17, 2024, between 3 and 6. As part of the initial service, the technician was supposed to clear out all the spider webs/egg sacs and wasp nests. The technician showed up l late, and it was already dark out. Because of that a lot of was missed outside. I took pictures of the spider egg sacs and wasp nests and requested a follow-up visit. On May 29, 2024, a different technician showed up to resolve my concerns. He proceeded to tell us that he doesn't do ladders and that he left his spray at the previous location. He left and never came back. After trying to reach out to them a few more times to try to address this, I have canceled my service with EcoShield. They have been harassing me since and threatening me with collection on the outstanding balance without completing the original service. They made zero effort to address this. The wasp nests and spider webs are still there, 3 months later.

  

  Business Response

  Date: 09/02/2024

  Dear ****,

  To resolve this matter, we have waived the outstanding balance of $250 on your account. Your account has been closed, and no further action will be taken.

  Customer Answer

  Date: 09/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The keeps trying to collect the $250 balance, but they have never completed the service. Because they never finished the job, I held back the remaining balance. They refuse to respond to my queries about finishing the job. Just threatening with collections and ruining my credit. If they have no intentions of completing the job, they should not be trying to collect the balance.
  
  
  
  Sincerely,
  
  
  
  **** ********

  Customer Answer

  Date: 09/03/2024

  My apologies. I accept the resolution. i did not read the business response carefully.

• Initial Complaint

  Date:07/19/2024

  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.

  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

  Date: 07/28/2024

  Dear *******,

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

  Customer Answer

  Date: 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

  Date:07/08/2024

  Type:Sales and Advertising 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 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

  Date: 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,