ComplaintsforEcoShield Pest Solutions

• Initial Complaint

  07/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On July 17 Ecoshield rep signed me up for pest control services including a bi-monthly service conrtract. After they completed the service a couple hours later, I became uneasy with the company so looked them up online. There were so many complaints about their scam, despite saying I could cancel anytime (and that no additional fees if cancelled within 24 hours) but they make it impossible to cancel. I have talked on the phone to three different representatives and demanded each time to cancel immediately and then they started sending me numerous texts saying I needed to call them if I still wanted to cancel. They have stalled and have not cancelled this service despite my numerous requests to do so.

  Business response

  07/20/2024

  Hi Susan, 
  
  Thank you for taking the time to reach out to us expressing your concerns. I apologize for any unsettling information you may have gathered since signing up with us and also for feeling like it has become rather difficult to get your account closed down. We have to have verbal authorization to close the account instead of in writing. I took a look into your account and noticed you requested to cancel within your three-day right so I will go ahead and close your account down for you. There will be no fees to cancel. If there is anything we can do for you now or in the future, please don't hesitate to reach out. Thank you! 

  Customer response

  07/22/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  06/21/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  EcoShield breached our contract and failed to meet contractual obligations, could not keep quarterly scheduled as agreed, could not keep service times in evenings or weekends as agreed (or when someone could be home). This was very important and agreed to in the initial contract since the area needing the most attention for treatment is not accessible any other way other than walking through the inside of our home. We have been trying for a reticulation for almost 12 months. In addition, ecoShield offered to come out to provide a free treatment since they provided service when we were not home to areas of our residence that did not need treatment, but never made good on that promise. We have asked several times to cancel the contract since they are not able to meet the initial contract obligations. However, the response was to change the time, dates and service agreement to convenience ecoShield rather than the customer. We have asked ecoShield to cease and desist to which we only received continued harassment. My understanding is that the company has changed ownership since our initial contract and the new owners to not believe they have to honor existing contractual obligations. They gave breached our contract.

  Business response

  07/03/2024

  Dear BBB,
  
  Attached are the Service Agreement and Service Contract Review that were thoroughly reviewed, signed, and received by the consumer. These documents do not specify any required or requested days and times, hence no contractual obligations were breached.
  
  As a gesture of goodwill towards the consumer, we have decided to waive the annual commitment discount payback of $276.04. The account is now closed, with no further charges.

• Initial Complaint

  05/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  A walk-up salesman offered my a contract for pest control. The contract stated that the first two services would occur 2 weeks apart and then the service would be every other month following that. The contract was for 12 months. The did the first treatment and paid their fee. The second treatment was a no call/no email/no show. They didn't attempt to uphold their end of the contract. So I called and had our contract canceled because they breached the terms. Since then, I have received phone calls from them every single day. The second to last phone call that they made, I reminded them of our previous conversations and let them know that I would be contacting the BBB. Today was the last call. I asked them to stop harassing me and let them know that I would be contacting the BBB as soon as I got off the phone. I really would like them to stop calling me.

  Business response

  06/06/2024

  Dear Josh,
  
  We have reviewed your account and found that all sign-up procedures were properly followed. The service agreement was signed and emailed to you for your records, with no concerns communicated to us. Our 2-step verification process was completed when you responded "yes," confirming your understanding of our terms, services, and your commitment.
  
  If you have any further questions or need assistance, please feel free to contact us.

• Initial Complaint

  05/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Transaction Date: 5/24/2024 Money Paid: 173.19 Committed to provide: One time service. Nature of dispute: Jacob ************ came to my house and offered a ONE TIME spray since he was in the area spraying houses. I agreed and he stated I needed to give my signature in order for them to do the service. I get a text later stating I was signed up for a year contract with bi-monthly spraying. Called this company to explain that this was a one time service not contract and they stated I could cancel contract but would have to pay a $150 fee. I tried calling and texting Jacob, he blocked my number. I have called from multiple phones and he states he will call me back then blocks the numbers as well. Account Number: ******* 

  Business response

  06/05/2024

  Dear Kevin,
  
  Thank you for bringing this matter to our attention. Your feedback has been escalated to the Sales Manager, and your account was closed within your 3-day right to cancel. We apologize for any inconvenience this may have caused.
  
  Sincerely,
  
  Customer Feedback Team

  Customer response

  06/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  No refund has been issued.
  
  Regards,

  Kevin Mendoza
  
  
   

  
  

  Business response

  06/17/2024

  Hi Kevin,

  A refund for the initial service will not be processed. The initial service was performed and you stated you agreed to a one time service. The 3 day right waived the $150 annual commitment discount chargeback for canceling the agreement prematurely.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  A representative was door knocking our neighborhood to get customers. We have 2 babies and we have a big “DO NOT KNOCK” sign at our door. It is very visible. The representative disregarded our sign and knocked on the door. When I opened the door to see who was knocking, the man acknowledged that he saw the sign. He said he wanted to see if we wanted pest services. I told him no. He left. After 8pm, THE SAME DAY, he came back! Knocked again! He said he saw the sign, AGAIN! This time my kids were asleep and I had already told him no! He proceeded to pitch pest control again and I expressed my frustration! He left me his card. There is no way to email corporate, so I’m filing a complaint because door knockers need to respect peoples privacy.

  Business response

  06/12/2024

  Hi Anthony,

  Thank you for bringing this matter to our attention. You can email us at [email protected] with details.

  BBB please close this as information only as this is not a customer.

• Initial Complaint

  04/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We signed up with this business after they came to our door soliciting. We had been having issues with ants and spiders. Went ahead and signed up. During the initial sign up we explained that we not only have dogs, but small children and are on a corner lot. That being the case, we keep our back gate locked, with a padlock, at all times. There is even a notice on our fence and front door saying as such. We let them know that we would need to know in advance of any future services so that we can be home to service inside and have the gate unlocked and make sure our dogs are inside. After the initial treatment, I let the 2nd slide that they set the appt to come out during a time no one could be there for them to treat inside. We were still having pest issues inside the house. Tried calling company and phone just rings and rings. Third service came 11/3/2023. We received no notice and did not agree to service on that date. A violation of their contract as they are supposed to give adequate notice that both parties can make. A tech came out and of course could not access backyard because, again, we keep it locked. My security cameras show him walking the yard for a minute, sitting in his truck for a while, then leaving. Tried calling EcoShied multiple times, let the phone ring for 20 minutes, never got a live person. Turned our credit card off to prevent billing for services NOT RENDERED. That finally got enough attention to receive a couple of phone calls in which the situation was explained and company kept telling us the service was done. That they wanted our security videos as proof. We let them know that we were cancelling since their product doesn't work, they are dishonestly billing for work not done, and we can never reach a person to resolve any issues. We told them we would not pay for work not done. Last communication with them was an email reminding us we needed to pay for the work that wasn't done. Emailed the same response back, never got a resolution.

  Business response

  05/01/2024

  Dear Tamara,
  
  Thank you for giving us the opportunity to address your concerns. Unfortunately, we were unable to locate an account in our system using the name, phone number, and email address you provided. To assist you further, could you please provide the address associated with the account? We are committed to reviewing this for you thoroughly and providing a fair resolution.

  Customer response

  05/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Business could not locate account and requested more detail: 

  Account# *******

  Maclane Ct. Rosenberg, TX 77469

  
  Regards,
  
  
   

  
  

  Business response

  05/16/2024

  Hi Tamara,
  
  Thank you for giving us the opportunity to address your concerns. After reviewing the account, we found that reminders were sent several days before the 11/3/23 service via phone and email. Attached is a screenshot confirming the delivery of these reminders. The 11/3/23 service also shows as completed, but we would be happy to review the camera footage to provide a fair and accurate resolution. Please send the recording to us at [email protected] for further review.

  Customer response

  05/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  1st - a reminder is not confirmation of THE CUSTOMER AGREEING to the suggested time. The text was not received and the email address is spelled incorrectly so obviously not received. And you clearly show no response agreeing to date and time. 

  2nd - Claiming the service was completed is an out and out LIE and FRAUD. NO ONE WAS HOME AND OUR GATE HAS A PADLOCK ON IT. SERVICE COULD NOT BE COMPLETED. I understand that this may be hard to believe since your company is this dishonest.  

  3rd - I will not be sending camera footage as not only is this a gross overstep of our privacy but I am unable to download. It is nothing but a stalling tactics from a dishonest company refusing to own their inadequacies. A screenshot of your tech sitting in his truck at my driveway previously submitted is more than enough proof. Besides the fact your tech was never in our backyard because again it was locked and THE SERVICE DID NOT TAKE PLACE and therefore did not trigger motion sensors on our backyard or back patio for those to take video. 

  Regards,
  

  Tamara *****
  
   

  
  

  Business response

  06/05/2024

  Dear Tamara and Casey,
  
  Thank you for providing the footage. Due to these additional findings, we have waived the balance of $361.56. Please allow 10-15 business days for the third-party agency to update their records. There are no other charges, and the account is closed. We sincerely apologize for the frustration this situation has caused. The technician has been addressed by the General Manager.

  Customer response

  06/10/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved into a new home in late June. I was approached by eco Shield sales person who promised all these items if I came to their company. He acted honest which I found out from another person known to him was just a sales pitch, and lying. he mislead to get my business promising things that never happened. I only signed up with them due to the work and guarantee that was promised. He said my yard would be included, they would spray under & inside the cabinets, place gnat apples and juice out as well as sticky traps in the garage and bait in the bathroom cabinets. The only thing I received was yard spray once. I am fighting bugs constantly, the product doesn’t work, I was told spider webs would be removed, doesn’t Happen, muddobbers would be removed, only the top half is removed, and so on. I would not have signed the contract if I had known it was just a sales gimmick and the promised work wouldn’t take place. I live on a fixed income and informed the guy. He said that there work would be guaranteed to control bugs plus all this extra stuff included. You can’t reach anyone to change an appointment or cancel. People are being preyed upon with false promises. I shouldn’t have to pay money to get out of a contact that is misleading, false and not provided. It’s been a waste of money and has yet to deliver upon its promises.

  Business response

  12/28/2023

  Hi BBB,

  The consumer reached out and we sent the following email to her.

  Hi Cheryl,
  
  
  I would like to express my gratitude for reaching out to us and giving
  us the opportunity to address your concerns. I want to apologize if our
  services have not met your expectations. Please know that ensuring our
  customers' satisfaction is our top priority, and we are committed to
  providing a positive experience with our business.
  
  
  For your convenience, I have attached a copy of the Service Agreement
  that was reviewed with you for quick reference. It's important to note
  that gnats are not covered pests under our service agreement. However,
  if you are still experiencing pest issues, we would be more than happy
  to schedule a free touch-up visit for you. Our free touch-up visits are
  part of our 100% guarantee, as outlined in the service agreement. Please
  let us know your preferred day and time, and we will coordinate with
  our scheduling department accordingly.
  
  
  Thank you once again for bringing this matter to our attention, Cheryl.
  We value your feedback and are committed to resolving any issues you may
  have.

• Initial Complaint

  12/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We hired Eco-Shiel for pest control for our home. It was presented as a "locally-owned" company with more natural pest control treatments. They bragged about the ability to have them come back for touch-ups between visits if there were any problems. Three times during our contract I called for a touch-up and never once received one. I was ready to cancel their services when our contract ran out. Eco-Shield gave us a time slot for our last treatment and we waited in the front yard for the service person. They never came. I then got an alert that our service had been completed. I called to complain and to cancel the service. I was then passed around to multiple people in call centers and told many different things. The service was NEVER completed. We have cameras and no one ever showed up but Eco-Shield charged us $150 anyway. Now they have passed the charge along to a collections agency. I went to look up the company (should have done this a year ago) and found that this is an ongoing issue.

  Business response

  12/21/2023

  Hi *********,
  
  We would like to confirm that your inquiry pertains to the service visit that occurred in August 2023. Our records currently only show an account with a service date from over 4 months ago, and we want to ensure the accuracy of your request. If you have any footage depicting the day and time of the service, please feel free to send it directly to me at ********************************* Once we have had the opportunity to review the footage, we can proceed with a resolution. Thank you for your assistance in this matter.
  

• Initial Complaint

  08/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We have been using their service for about a year and we have been complaining since the beginning, they keep sending out people to spray but it has not been working. We were told originally that there was a money back guarantee but last month when I called for our money back they told us that they do not do that. Their service is a complete fraud and does not work. I want the $600 we spent with them back

  Business response

  08/31/2023

  Hi Eric,

  We sincerely apologize for the ongoing pest issues you've been experiencing. Your satisfaction is of the utmost importance to us, and we deeply regret any inconvenience this situation has caused.
  
  In the year that we've been working together, we understand that you've only requested one free touchup visit. Our commitment to your satisfaction is demonstrated through our 100% guarantee, which is a fundamental part of the Service Agreement. This guarantee ensures that you are covered with free touchup visits between your regular scheduled services. On August 28th, 2023, we took note of your request to close your account. As you requested, we closed the account and waived the $150 discount chargeback as an act of goodwill.

• Initial Complaint

  07/18/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I never received a sighned contract. I was approached while in yard about getting rid of wasps and I was told it would cost 240 for this one treatment inside and out then I sighted or initialed his pad and gave him my debit card Then about a month later I was told they would come out for a follow up and told me date and time. Then my bank account was charged the 200 again. I called and was told I had signed a two year contract for every other month. I Would get text saying they would be at my house a certain time and date. If that date did not work for me I’d text or call to ask if they could come the next day or in am not on and was told no. I never got to pick a date or time. Their answer was to just do the outside. I’ve only had the inside done twice in a year.

  Business response

  07/19/2023

  Hi Nona,

  Thank you for sharing your feedback with us. According to our records, you were provided with a copy of the Service Agreement on the day you signed up for our services. We have two email addresses on file for you, namely [email protected] and [email protected]. Our records indicate that the email containing the Service Agreement was sent on 5/27/22 and was opened twice.
  
  We apologize if there was any oversight regarding the interior service of your home. Once the barrier is established around the home, interior service is typically not required unless specifically requested by our customers. However, if you are experiencing any pest activity inside your home, we would be more than happy to schedule a visit to take care of that for you promptly.
  
  Ensuring your satisfaction is our priority, and we value your feedback. Please do not hesitate to contact us if you have any further questions or require any additional assistance. We are here to serve you and address any concerns you may have.

*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. ↩