ComplaintsforEcoShield Pest Control North DC, LLC

• Initial Complaint

  10/04/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had a door to door salesman tell me that all my neighbors signed up for it AFTER I told him that we had a no Soliciting sign on our private pipestem. His smooth talking convinced me to sign up too. If I sign up now, then I get all sorts of discounts because my truck is already here. Your neighbors did it so you have to now. They used duress tactics to make me sign. I then found out that none of my neighbors actually signed up for him. They then came out and I had to call twice to get them to come out and do the job I signed up for. The first time, the tech spent 7 minutes at my property and 4 of them in the car. I have cameras they were not aware of at the door. The same tech said that he was in my back yard but the side he went to has no gate. Did you hop the fence? He came back and spent a total of 10 minutes spraying. There were bugs and the "supervisor came out to handle it." (2nd touch up.) The happened 2 other times, but on Sept 14, I finally decided to cancel it because they were not providing their service. There's carpenter bees, flies, ticks you name it. I went to go cancel my service, and they offered me discounts galore: discounted next month, free redos someone is coming out tomorrow. When I firmly told her no, after the 5th time, she said she has to charge me 227 dollars to cancel. "Not a cancellation fee, but a refund to them because they gave me a discount that I have to repay." They have breached the contract by not providing the services stated. They made me sign under duress and false statements saying their truck was there, the discounts would go away, and my neighbors had all signed up for it when they had not. They trespassed on private property even after being told so. Please have my money refunded immediately. None of the services were provided as stated. Their contract even got my name wrong! They wrote my middle name and last name. When I told the person on the phone, she did not seem to care that this is not even enforceable contract.

  

  Business response

  11/02/2023

  Hi ******,

  Thank you for your cooperation. What appointment are you disputing was not serviced to your expectations? Can you please provide the footage you have containing time stamps for further review? If you are still having pest activity, we would be more than happy to credit your account for the annual commitment discount payback and come back out.

  Customer response

  11/15/2023

  
  Complaint: ********
  
  I do not want to continue with your service. If you guys came out for 2 more treatments, you would charge me 129+129 which is essentially the same amount? As stated before, it is unsatisfactory which is why I would rather have paid MORE money to cancel it immediately at the time. I would just like the $271 cancellation fee charged refunded. As long as you refund me my $271 cancellation fee, I would be happy. Don't even come out.
  
  Sincerely,
  
  ****** *******

  

  Business response

  11/20/2023

  Hi ******,

  Unfortunately, we will not be able to refund the $271 as you are canceling the agreement prematurely. If you do not want us to come out, we can't credit your account back for two more visits. 

• Initial Complaint

  09/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Multiple visits to address bee issue. They never address the problem. Sent folks without ladders to exterminate bees. Was told by their expert that the bees were ‘sweat bees’ and could not sting. After being stung, they continued not to address. Canceled service for non performance. They charge a cancel fee which I dispute as non performance. Sent several notes - no responses. They continue to bill.

  

  Business response

  10/14/2023

  Hi ****,

  We reviewed the account and found that this was resolved back on 10/9/23. The balance was waived and the account was closed. We sent email confirmation as well. Please let us know if you have any other questions.

• Initial Complaint

  09/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 6/7/2023, I denied the services. I was told by a supervisor on a call back that I would be refunded. Not only was I not refunded, I was charged again at 79.50. I also disputed the charges with my bank and your company disputed those charges.

  

  Business response

  10/02/2023

  Hello ******,
  
  Thank you for your message. We have reviewed our call notes from June 30, 2023, and it appears that you had a conversation with one of our customer service agents. During this conversation, you agreed to continue with our services. Furthermore, it was noted that you were offered a 50% discount on the service scheduled for July 3, 2023, and this offer was confirmed.
  
  We are committed to ensuring that our customers receive the best possible service and that their concerns are addressed promptly. If you have any further questions or require additional assistance, please feel free to reach out to us. 

  

  Business response

  10/02/2023

  Hello ******,
  
  Thank you for your message. We have reviewed our call notes from June 30, 2023, and it appears that you had a conversation with one of our customer service agents. During this conversation, you agreed to continue with our services. Furthermore, it was noted that you were offered a 50% discount on the service scheduled for July 3, 2023, and this offer was confirmed.
  
  We are committed to ensuring that our customers receive the best possible service and that their concerns are addressed promptly. If you have any further questions or require additional assistance, please feel free to reach out to us. 

• Initial Complaint

  09/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We were initially told by sales rep it was as a 12 month service and when we called they told us it’s a 24 month service. The rep switched over the service from 12 to 24 months and he said we can cancel at any time. I recorded the conversation in which he clearly says “cancel at any time”.

  

  Business response

  09/22/2023

  Hi ******,

  We appreciate you reaching out to us regarding this matter. We sincerely apologize for any miscommunication that may have occurred. We are committed to ensuring the accuracy of our customer records and resolving any discrepancies.
  
  In order to address this situation effectively, we kindly request that you send the recording of the conversation to our dedicated email address for review: [email protected]. Once we have received and reviewed the recording, we will take the necessary steps to adjust the account details and agreement length accordingly.
  
  Your cooperation in this matter is greatly appreciated, and we are committed to ensuring that your concerns are addressed to your satisfaction. If you have any further questions or require additional assistance, please do not hesitate to contact us.
  
  Thank you for bringing this to our attention.

  

  Business response

  10/05/2023

  Hi ******,

  Thank you for sending the recording over. After review, we will go ahead and waive the $150 invoice for canceling the agreement prematurely. The remaining balance of $324 would be for the first two service visits that were performed.

• Initial Complaint

  08/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  A door-to-door salesman came to my door and knocked several times. I didn't anser the door because I wasn't expecting company, nor did I feel like speaking to anyone at the moment because I hadn't gotten dressed. He saw me through the window of our front door and continued banging on it persistently until I opened it. He then went through a whole spiel about how they "treat our neighbors pest problems" and wanted to give us a "good deal". That was a blantant lie as all of our neighbors informed us after I had already signed an agreement with them that it was a scam. Not only that, my card was charged for a service I never even recievd. I called about it and they proceeded to tell me that I did recieve the treatment and that they were not going to refund my money. I was home the day they were supposed to come and and I know for a fact they did not. After recieving the initial treatment and them not showing up for my second, I decided to cancel. They wasted my time on the phone for 45 minutes telling me that I really needed pest control and I finally got frustrated and accepted her deal of a different amount bimonthly. Two days later I realized that this was a mistake, so I called back to cancel again. The man I spoke to on the phone said I would need to pay for "the intial discount" that I recieved. They have been extremely manipulative and dishonest and I do not feel as though I should have to pay any kind of cancellation fee for a service I was completely dissatisfied with. They have harassed me nonstop on the phone and through email about money that I owe them. I replaced my debit card and I do not plan on paying them another dime.

  

  Business response

  08/07/2023

  Hi ******,
  
  Thank you for bringing your concerns to our attention. After reviewing your service records, we can confirm that we have documentation of someone from the home signing off on both the initial visit on 4/10/23 and the visit on 7/22/23.
  
  For your reference, we have also attached copies of the Service Agreement and Service Contract Review that were presented to you at the time of sign-up. These documents outline the terms and conditions of our services and provide information about the agreement you entered into with us.
  
  We want to ensure that all our customers have a clear understanding of their agreements and are satisfied with our services.

  Customer response

  08/09/2023

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

  i was not informed by the representative that came to me door that I would have to pay back any “discount” given to me. They simply told me I was signing up for them to treat the outside of our house bi monthly and the first treatment would be that day. Not only did they lie to me about my neighbors, they also withheld information. 
  
  Sincerely,
  
  ****** *******

  

  Business response

  08/11/2023

  Hi ******,

  We value your feedback and would like to better understand the reasons behind your decision. In the notes from our conversation on 8/2/23, it was mentioned that your dissatisfaction with the results was the primary factor for your consideration of cancellation.
  
  Could you kindly provide us with more detailed feedback about the specific issues you've encountered? Are you still experiencing pest activity despite our treatments? We want to ensure that you are completely satisfied with our services, and it's important to us that we address any concerns you may have.
  
  Please remember that we offer a 100% guarantee, which includes free in-between visits to address and resolve any ongoing pest activity. Your input will greatly assist us in improving our services and ensuring your satisfaction.

• Initial Complaint

  08/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company is not allowing me to cancel my account, refuses to give me a reference # when I call, refuses to allow me to speak to a supervisor, refuses to allow me to speak to the solutions department which apparently is the only way I can cancel my account. Will not give me a number to contact the solutions department or a supervisor or allow me to cancel my account online.

  

  Business response

  08/06/2023

  Hi ******,

  We apologize if there was any confusion regarding the cancelation process. Our records show that the Customer Solutions Department reached out the same day you submitted this complaint 8/3/23. Please let us know if you have any other questions.

• Initial Complaint

  07/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Between January 2022 and July 2023 I have paid this company $159 per treatment for 8 treatments. Upon the initial setup for the service, the technician indicated they could resolve a silverfish issue at my home in Frederick, Maryland. At this time the silverfish remain and they only thing I got in return is damage to my interior walls from their chemicals, which will not come off. I contacted the company on multiple occasions about the issue. I also sent emails to their customer service and local service manager team to include pictures of the damage. No resolution was provided. I terminated the contract with the company early because they failed to meet my expectations of resolving the pest issue and caused damage to my home in the process. Now they are harassing me for an early termination fee without consideration for the damage to my property. I don't feel I owe this company any money since they failed to resolve the silverfish issue and created property damage in my home.

  

  Business response

  07/25/2023

  Hi ********,

  Thank you for taking the time to share the details of your experience with us. We sincerely appreciate your feedback. After reviewing your account notes, we confirmed that the local office had scheduled an inspection for 6/27/23 to assess the damage you mentioned. Regrettably, due to circumstances, you were not available at the planned time, and as a result, our standard process to verify the damage was not completed.
  
  We understand the frustration this situation may have caused, and we want to extend our apologies for any inconvenience you experienced. In an effort to address your concerns and avoid any further frustration, we have decided to waive the balance on your account. It is essential to clarify that this gesture does not imply acceptance of fault for the damages, but rather, it is an act of good faith towards you.
  
  We take pride in providing exceptional service to all our customers, and we regret that we were unable to meet your expectations during this incident. Your satisfaction is of the utmost importance to us, and we will continue striving to improve our processes and communication to prevent similar occurrences in the future.

  Customer response

  07/26/2023

  
  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

  07/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In April 2022, a rep from EcoShield Pest Solutions knocked selling pest control services in the Waldorf, MD area. Company information and stats, to include the company being black-owned; highly rated for customer service; competitive rates; and skilled technicians was provided. I settled on a 24-month contract. The contract included bi-monthly pest services at a fee of $149 bi-monthly, with the additional charge of $100 for mosquito service during the months of April through September. I paid the initial service fee of $175; pest and mosquito services for the month of April were scheduled. The mosquito service in May was performed with no problem. In June, the pest control services were performed without an issue. However, by July, things took at turn for the absolute worse. The mosquito service was not performed; however, my account was automatically charged for the $100 fee. I contacted the local office and informed them that no technical ever arrived to perform the mosquito service. The appointment was rescheduled. This type of problem continued through end of 2022. I contacted customer service several times to complain and address these issues, to no avail. The start of 2023 began in much the same way. The pest service for February 2023 was scheduled; however, the technician did not show up but I was charged. Another call to Customer Service was made and my file was supposed to be notated that all service appointments were to be performed after 5 pm on a weekday or on Saturdays. The scheduling office continued to set service appointments outside of the requested time, and technicians either provided half the service or did not perform a service at all. Customer service has NOT assisted in improving service. July 2023, another issue of a technician showing up outside of the requested window occurred. I have had enough and cancelled my contract. Ecoshield has requested $150 for early termination of my contract. I have paid approximately $1940 dollars for subpar services received and should be relieved from the contract without paying Ecoshield another dime.

  

  Business response

  07/19/2023

  Hi *****,

  We greatly appreciate your feedback regarding this matter. Please accept our sincere apologies for the decline in satisfaction you experienced during our business together. We value your partnership, and your feedback is crucial in helping us improve our services.
  
  We acknowledge that 5 free follow-up visits were provided based on your feedback. However, as an additional act of goodwill and to avoid causing any further frustration, we have decided to waive the remaining balance.
  
  Your feedback is invaluable to us, and we are committed to using it to enhance our services and ensure a better experience for our customers. I want to assure you that your account is now closed, and there is no outstanding balance.
  
  Once again, we apologize for any inconvenience caused, and we genuinely appreciate the opportunity to address this matter and make amends.

  Customer response

  07/19/2023

  
  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

  07/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Eco shield convinced me on their services and were quick to perform the first service. I asked the person that signed me up if they could spray ONE gutter which has a massive ants nest. The salesman assured me they could reach this. I did not need any other service besides this and a few ants nests in the far end of my yard near the sidewalk. The service providers arrived and finished their job in record time. They did not focus on the lawn around the side walk and refused to service the gutter. One service provider even laughed and asked if I wanted her to lose her job. She also said an ants nest wouldn’t be in the gutter because it’s far from ground. The gutter has plenty of vegetation and a massive series of visible nest. The service over all was ineffective and the same amount of ants were present shortly after. I asked for a touch up with a service provider that has a ladder and can spray the gutter. They could not make an appointment for already 10 days and an hour before the touch up appointment the service provider cancelled saying they didn’t have enough time or a ladder. At this point the ants are everywhere. I called eco shield today to cancel my service and was sent to a call center in a foreign country. They took 25 mins of pitches to continue service before finally cancelling and sending me an invoice of $125 for my sign up discount. This is $25 higher than my actual discount. I did not receive the service I paid for, they cancelled my touch up and have the nerve to charge me $125 extra after dealing with very poor service from a foreign call center. I will be seeking legal counsel and sharing my experience online further if this is not resolved with cancellation of my service and waiving of the cancellation fee.

  

  Business response

  07/28/2023

  Hi ******,

  Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience this experience may have caused.

  To address the issue at hand, we want to clarify the process regarding free touch-up visits. These visits are available only after the egg cycle visit, which typically takes place 30-45 days after the initial service. This information is clearly outlined in the 100% guarantee section of the Service Agreement.
  
  In consideration of your specific situation, we understand that you chose to cancel the egg cycle visit and requested the closure of your account. As a result of the premature cancellation, a $125 invoice was generated. However, we acknowledge your experience and the communication challenges you faced, and in light of that, we have decided to waive the $125 balance as an act of goodwill towards you.
  
  Please rest assured that there are no other charges, and your account is now officially closed.
  
  To provide further clarity, we have attached a copy of the Service Agreement for your reference as well as for the BBB's review.
  
  We apologize again for any frustration caused and hope that our actions demonstrate our commitment to resolving issues and improving our communication with our valued customers.
  
  
  
  
  
  
  

  Customer response

  07/31/2023

  
  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

  06/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  A salesperson came to my home from EoSheild and stated that they would treat the house and yard for $149 bi-monthly. First treatment was April 4, 2023. He did not tell me that after my first treatment a second visit in a month would cost another $149. I was expecting to pay the second payment in 2 months. Not a big problem. However, when the first tech came to my home to do the treatment on the inside for the ant problem he brought a vacuum and started vacuuming up ants. I left him to do his work. Instead of asking me to remove items in his way is broke a glass figurine and never mentioned it. I replaced the item for $64.02 with a purchase from ****. I contacted the office to let them know what had happened and they said they would deduct the amount from the next service, which was on May 4, 2023. I was billed the full amount of $149. I still had a terrible problem with ants inside and out after 2 treatments so I called the company and they said I would have to wait 2 weeks. I called the corporate office and they said that an appointment was scheduled for a time I was unavailable. I tried again to get an appointment and a call back to no avail. The corporate office kept telling me that they would call but no one ever did. I missed a call from the corporate office on May 24th. They sent an email on May 24th saying if I did not respond that day they would close my account and charge me for the remainder of the contract (annual). On May 27th I received an email stating I owed them $88.96. I don't mind paying for services that are completed correctly, but I still had ants in my kitchen, dining room and morning room as well as in the yard which I had to treat myself. I'm caring for my infant granddaughter so this was very important to me as she is crawling. I never received reimbursement for the damaged item and the ant problem was never resolved. I feel that my last payment of $149 should be refunded. Thanks for your assistance.

  

  Business response

  06/12/2023

  Hi *****,

  We apologize for the inconvenience and frustration you have experienced with our service. We understand the importance of effective pest control, and it seems we have fallen short of meeting your expectations. Due to this, we went ahead and waived the remaining balance on the account. There is no other balance and the account is closed.

  Customer response

  06/14/2023

  
  Complaint: ********
  
  I am rejecting this response because: Ecoshield  did not honor their contract and yet they wanted to charge me more money for wanting to end my contract.  They charged me $298 dollars and did not treat my ant problem. Even after the supposed 2nd treatment I still had an intense problem with ants, and they refused to respond and come back to treat the problem.  I had to go buy pesticides to treat the problem in my house and yard. The damage done to a glass figurine was totally dismissed. I was told by the manager that this amount would be deducted from the second payment, but this did not happen. I was charged the full $149. I feel that at the very least I should be reimbursed for this loss ($64.02). I am out $298 plus the loss of the money I had to pay to replace my figurine. I do not feel my request is unreasonable. To be perfectly honest I feel that I should also be reimbursed for my second payment as well. If the company would have come back and treated my problem and reimbursed me for the loss of the item broken we would not be having this issue. The local office totally refused to call or email me so we could resolve this problem

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

  

  Business response

  06/16/2023

  Hi *****,

  The $62.04 coupon was provided to waive the annual commitment discount payback of $151. We further waived the entire balance remaining of $88.96. There are no other charges and the account is closed.

*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. ↩