EcoShield Pest Control

We have looked into Ms. J[redacted]' account.  It was not until 7/24 when our office received an email from her regarding cancellation.  At that time, her account was flagged as a pending cancellation and sent to our Executive Manager who handles the cancellations.  It shows he tried...

reaching out to her on 7/27 and 7/28 to discuss her cancelling.  Due to the inconvenience, we have agreed to cancel her account without debt, also we would be happy to send a service specialist out to her house to collect the rodent traps that were left there and we have put in a refund request to our financial services department for the $89 from her most recent service.  Thank you for your time.

We apologize for the miscommunication.  When a new customer signs up for service, our service technicians are required to go over a 'Service Contract Review' form prior to them performing the initial service.  On that form, the customer initials and signs that they understand their service...

plan completely.  This form is always available to our customers upon their request.  A copy of Mr. [redacted]' can be provided upon request as well.  After reviewing Mr. [redacted]' account, the miscommunication was that he has moved out of our service area.  Our moving policy for customers is as stated: 'If a customer moves out of their home and their new home is still in our service area, we will transfer services to their new address at no additional charge.  If a customer moves out of our service area, as long as they provide us with a proof of move (ie. a new lease, an invoice from a moving company, or a utility bill with their name and new address on it) their contract with us will be voided and no initial discount recovery fees will be applied'. Due to the confusion, we have agreed to remove the balance from collections.  We have reached out and tried to call Mr [redacted] today on 4/5/2017 to discuss the issue and let him know that it is resolved.  We also sent him an email and let him know to contact us if he has any further questions, comments or concerns.  Thank you.

The first time they came out the guy was very quick and was not affective but I called in my conserns and they were back out that same day. The guy that came out the second time did an amazing job, very professional, friendly and took care of our conserns. He took the time to make sure he found all the ant holes and even went above and beyond helping me move things in my yard to find homes were pests could live. I didn't know I had half the pests in my yard he pointed out but feel great knowing they are gone. Haven't seen anything in 3 day. Very happy

Customer service is very important to Ecoshield. We already gave Jose a full refund weeks ago. The sales rep was not misleading Mr. Escobar when he said he is an owner and has been in the Pest Control industry for a long time. Partners are owners in the company. We have done everything we can to try...

and make the customer happy.

This business tricks clients in contracts through door to door sales. They are relentless with sales calls after I told them I did not want to continue using their service. They do not allow you to cancel, charge you and forward to a collection agency even when I have been VERY explicit I did not want the contract or have people show up at my house without knowing about it. I have communicated by phone, mail and email and bottom line, their business drives on hiding behind a contract they will NOT allow you to cancel. Look for other options.

The product absolutely works when the program is followed the way it is meant to be followed.  If the agreement is read, it clearly states that "If your bugs come back in between regular visits, we will return and treat for FREE.  After TWO free services for the same pest problem, if we don't have your bugs under control, we will credit 100% of your last full payment.  There was only one free treatment done, and we were never allowed to come back and do incredibly important egg cycle treatment.  The program that was signed for was not followed and therefore upon cancellation, the early termination fee that is also described on the agreement is needed.  If both of those free treatments had been done, I would have absolutely waved the fee.

In the last 10 months of my contract, Ecoshield has showed up and actually sprayed the inside of my home no more than 3 times. I am pretty sure only twice, outside of the day they sold me the contract. Recently the guy came, knocked on my door, I told him to make sure he came inside to spray and explained WHY in DETAIL...(I don't care if their theory is that if you kill bugs outside, they can't come in...I say they can get in through boxes, etc.) which is when he said he would spray outside first..I walked back in my house through the front door and immediately out to the garage because my son was coming in from the bus. This is when I watched the ecoshield guy as he backed up and turned around in my neighbor's driveway and pulled off. I am not sure if he sprayed outside at all. --Briefly thought he may have done something wrong since he left so hastily. I called the Ecoshield office at least 10 times, left voicemails and messaged them on their website. They NEVER returned my phone calls. I finally called them DAYS later and they claimed to not have received any of my messages, rescheduled again, but I never saw them. Today they were scheduled to be here between 1:30 and 3:30. I received the text to make sure I would be here. I have been here since 11:30. NO SHOW. NO CALL. I hate being in a contract until July because they are absolutely useless. Only the first two months was I ever serviced correctly.

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and appreciate their decision to resolve this amicably. I shall consider this complaint closed, thank you for your cooperation and support.
[redacted]

I called and spoke with Mr. and Mrs [redacted] We talked about their service and what we could do to make things better for them. I gave them credit for a service that was in question as well as a credit for his next service. Customer was happy and will continue service with Ecoshield. We will do what...

ever we need to do to address their concerns anytime they may arise.
[redacted]

After looking further into this case, management has decided to cancel the agreement with no debt and also waive the $39.50 service charge for the service performed on July 3rd, 2017.  Customer satisfaction is of upmost importance to us.  We have also spoken with our sales manager's regarding the issues and hope to develop additional training programs to ensure that something like this does not happen again in the future.  Thank you for your time.

According to our records, Mr. [redacted] initially signed up for service on 6-9-17.  He received his initial service the following day on 6-10-17.  His account shows that he did agree to and sign a 12 month agreement which would consist of 1 initial visit and 6 bi-monthly services.  Also,...

prior to receiving an initial service, our customers initial and sign a service contract review form that states that they understand and agree to their service plan.  It clearly states that it is not a one time service but an agreement for a year long subscription.  It also states that customers understand that if they cancel their agreement prematurely that they agree to pay back the initial discount recovery fee. Our initial service charge is $250.  The sales rep gave Mr. [redacted] a $151 discount off of his initial service which would make it $99. We have attached both signed documents for you to view.  Also, it is very common to see an increase in pest activity in the weeks following an initial service.  That is why it is imperative that we return within 30-45 days to complete your first bi-monthly service.  Mr. [redacted] was scheduled to receive his 30 day service on 7-14 but called in to cancel prior.  We also guarantee our scorpion coverage and offer unlimited free touch ups in between regular services to better accommodate our customers and help get their pest activity minimized. When Mr. [redacted] called in to cancel, his account was marked as a pending cancellation and it shows that our executive manager tried calling him on 7-14, 7-17, and 7-20.  After the third attempt with no returned calls his account was prematurely canceled and the initial discount recovery fee of $151 was issued. Please let us know if there is anything else we can do. Thank you for your time.

Initial Business Response /* (1000, 6, 2015/08/18) */
[redacted]Document Attached[redacted]
I made every attempt to find a resolution and move forward with services according to the agreement that was signed. The main reason I was given for cancelling was that they wanted to return to their old company. We were...

told not to return to their property or the authorities would be called. We attempted to make things right and honor the full warrant, but were denied. They were given their first service free of charge because they agreed to sign for a long term agreement. The account was cancelled and the appropriate fees were charged according to the agreement. We consider this account resolved.
Initial Consumer Rebuttal /* (3000, 8, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When the companies solicitors came to my door, I was offered the first treatment free and I was told it was free a) because the truck was literally parked in front of our house b) it was almost 4th of July weekend and the salesmen learned that I was a wounded Marine Corps vet. I was never told I was signing a long term agreement.
I was unsatisfied with the service and called to cancel any further service. That is the real reason I wanted to cancel, not to return to our previous company. Eco shield rep became angry when I questioned the $250 fee they were going to charge and told me my account was closed and I was charged $250. I received a call from [redacted] and attempted to reach a fair agreement and was denied. I asked them to live up to their satisfaction guarantee and was told that they would not. I never brought up calling the authorities. I was told my account had been closed and there was nothing I could do about the account or the $250 charge.
Final Business Response /* (4000, 14, 2015/09/24) */
We sincerely value the satisfaction of our customers and strive to provide the highest level of customer service and pest control. We believe it is fair to enforce our policies and the terms of our service agreements. This customers account has been closed and we consider this matter resolved.

Mr. [redacted],
I have reviewed your complaint and would
like to sincerely apologize for any frustration that our company has caused you.  Here at Ecoshield, we take all...

customer complaints
very seriously. I am very sorry for the lack of communication between yourself
and our customer service representatives. We treat every customer fairly and
offer resolutions to the issues at hand, professionally and in a timely manner.
I understand in your case no solution was offered, this is not acceptable to
our standards.
 Ecoshield offers a re-service guarantee, which
means that anytime between your 60 days service, we will send technicians back
to the location at no charge. We understand that some pests are more difficult
to get rid of and sometimes those extra services and follow ups are required to
ensure that you have a comfortable living space.
                Ecoshield
service representatives answer phones from 8am to 5pm central time. At times we
undergo a large volume of calls and we are taking steps to ensure that we have
enough employees to provide fast and accurate assistance. We do not want you to
feel ignored or as if your business is not appreciated and for that reason we
are taking your feedback very seriously.
If given the opportunity to make
things right, we would like to send a technician free of charge to your home until
the issues you are having are resolved. We do not want any of our customers to
walk away from our company with a bad taste in their mouth and our goal is to
provide excellent service to you for years to come.

I spoke with [redacted] this morning about the complaint with Ecoshield. I apologized for the issues that he was having and expressed my concern that he was not happy. We had a good conversation about what we could do so that he would not leave an unhappy customer. I told him I would love to help him...

in any way I could. He expressed his frustration and said that he was ok parting ways. I told him what I would like to do for him so that we part as friends. We would love to have them back in the future as customers.

After talking with [redacted] account was cancelled.

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.

Complaint: 11032837
I am rejecting this response because:  Their product doesn't work.  I had them come in again after the first treatment because it didn't work.  After the re-application, it still didn't work.  Why would I pay for a product that doesn't work?
Sincerely,
Dan Russell

Talked with [redacted], he agreed to pay for 1 of the 2 services that are still owing. Customer's contract has been cancelled.

[redacted] signed an agreement for one year and 5 services.  It is clearly stated on the agreement, that if the agreement is terminated early there is a fee.  There is a section of the agreement that is set up to protect the consumer if the service isn't taking care of the pest problem.  We...

provide free re-services, and if we come out twice in between regular services for the same problem, and that problem is not solved we will credit 100% of the last payment to the customer.  We have only provided one regular service and one re-service for the customer and therefore the terms of the agreement were not met, and requirements for a credit were not met.  I see no reason to wave the cancellation fee.

Sent: Wednesday, [redacted] 26, 2014 5:47 PMTo: [redacted]Subject: Re: Complaint ID-[redacted]   I think I may be doing something wrong because I have...

responded to this as well as I have called the cst over and over to try to reach an agreement with them as well. I tried 2 times again today. With all the times I have called I have never gotten a response back from them. I am attaching a copy of their contract so you will know we do have a legal contract with them. I am totally willing to work with them to resolve this but have not once been able to catch them at home, or get a return call from them. Please let me know what I should do at this point? I’m kind of new to all of this and don’t fully understand everything ( my fault I know ). I can be reached at [redacted]. I tried calling your office this afternoon but you closed early for the holidays....lucky you . Please email or call and let me know how and what I can do to resolve this. Thanks so much,   [redacted]