EcoShield Pest Control

Initial Business Response /* (1000, 6, 2015/09/22) */
We sincerely strive to give our customers the best customer service possible. We have a full warranty on services and will do what is necessary to take care of their pest control needs. All of our service and gps records indicate things were...

done according to our customers wishes. We have cancelled your account and wish you the best.

We have come to an agreement with this customer. We appreciate the opportunity we had to service their home and will always do our very best if there is any thing else we can do for the [redacted]

Spoke with [redacted] and reached an agreement that we would zero out her [redacted] bill if she would pay for the [redacted] service. Customer agreed to pay the [redacted] bill and get back on a regular schedule. Updated customers file and made notations to create a better service experience for the customer.

Sent: Thursday, June 04, 2015 3:28 PMTo: [redacted]Subject: Complaint # [redacted]  
black; font-family: Calibri,sans-serif;">Hi [redacted],   This is in response to complaint # [redacted] for [redacted]. The number we had on file for the customer was incorrect so in the beginning emails were sent to try to resolve the dispute. We did finally get to speak on the phone and worked out a resolution for the customer. The customer was wanting out of the contract with out paying the cancellation fee. In addition customer still owed for a service that they said was done at their home. I spoke at length with the customer so we could fix things for them. I waived the cancellation for the customer and she mailed a payment for the last service that was completed at her home. I also let her know how sorry we were that she was not told all of the aspects of the contract. I let her know that if she ever wanted to come back to Ecoshield we would give her the 1st service for free.   Lisa S[redacted] Ecoshield Pest Control [redacted] 832-538-1655- Office [redacted]

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

As of this morning we were able to resolve the issue with the customer [redacted] to both of our satisfaction. He said he would be withdrawing the complaint after we had processed the refund. We are issuing a refund for the last service and we have discontinued him as a customer. He did sign up...

for a year of service and we had sent reminders that we were coming but he had not responded to those reminders and so we performed the service. He said that he did not get them and was not happy that we had come out without him confirming the appointment. Attached are the 2 documents that show that he signed up for and agreed to a year of service. The refund for the last service should be completed today or tomorrow.

I have left a voice mail for customer and will try contacting again to get this resolved with her.

We cancelled Mr. [redacted] contract out with no charges as he was made aware of. We gave him his initial service for free and did not charge him any fees to cancel. The staff in my office were yelled and screamed at by Mr. [redacted] on several occasions, I myself listened to several voice mails where he...

was very abusive in the manner he spoke and the words he used. He called our office over and over even after he was told we would cancel him with no fee's. He also called the salesman about 30 times in one day as well as leaving him voice mails and text messages. We never want a customer to be unhappy and will do all we can to make things right., Mr. [redacted] did not even give us the opportunity to even try to make things right. Normally there would be a cancellation fee which we waived for Mr. [redacted], we also gave him a free service and never charged him anything for it.  His account was closed on may 21st, 2014.
[redacted]

[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.

Ms. [redacted] signed up for service on 5/3/16. She signed up for a 12 month agreement. She received her initial service that day. Her first regular service was on 6/10. On 6/13 she was charged $69 for that service. The invoice shows that someone at the home signed, thus authorizing the service and...

payment. On 6/13 she called our office to cancel.  Our CSR's tried lowering her rates,etc. She said she already had another company. After that, we requested she send us proof that she had a contract with another company, we would cancel her agreement with no fee. Never got a response.  We attempted to get her scheduled for her next service in Aug. but she refused. On 9/20 one of our CSR's tried to reach out to discuss her account.  The first attempt was on 09/20. An email was also sent that same day. On 9/21 our second attempt was made.  On 9/22 our third and final attempt was made.  On 10/3 Ms. [redacted] contacted our financial office.  Our CSR talked to her and told her if she resumed her service it would waive the cancellation fee.  Ms. [redacted] agreed to resume.  That same day,  our office tried calling with no answer.  We were unable to leave a message because her mail box was full.  We sent an email that same day to settle her account. We never received a response.  On 10/11 another phone call and email attempt was made.  Her account was then sent back to financial to proceed.  Emails showing the cancellation balance were sent on 10/25, 11/18, 12/6, 1/3, 1/23, and 2/7.  On 2/22 our financial office made their final attempt. No response was ever made.  On 3/20 Ms. [redacted] called our office about being sent to collections, she agreed to accept our services and we would waive the fee and get it remove it from collections.  On 3/22 a CSR tried to call but no answer. On 4/4 another phone call was made and an email was sent.  On 4/8 our final attempt was made. After our final attempt, the Manager agreed to leave the account in collections until she got in contact with us.

I spoke with [redacted] and we worked it out. I sent out my service manager and took care of the issues he was having before we got the complaint. He had sent an email and before we had the chance to see or reply to it, it sounds like he saw some reviews form different offices and got scared that he...

was caught in a scam. That is the reason why he said the things he said on the complaint.  I spoke with with him and told him I take these things serious and my customers to have the best service. We have resolved the issue for going forward and he knows to contact us if he has concerns.   Thanks, Mike P[redacted]Ecoshield Pest Control(206)686-9960

[redacted] has confirmed already that he received his refund.  My office does not have a single holes in any walls, that is a ridiculous thing to even include in this complaint.  carpets are admittedly stained form previous tenants and we are working with our landlord to replace them.  Not...

completely within my control.  I explained to [redacted] when he came in what the mistake was, and that I would fix it.  I emailed him several time, letting him know of the progress.  After it is out of our hands it takes the financial institution some time to put the money back in his account, meaning the bank.  Nothing I can do there either.  I did everything I was asked to do, it just took more time to do it then normal and I would agree it was to long.  I could have told [redacted] no to the refund and charged him a cancellation fee.  There was no breach of contract on our end.  There was a timing issue, when a tech came early.  I understand that things happen and mistakes are made, that is why I agreed to refunding the service, Normally I would send a tech back to finish without any additional charge to the customer.  That is our guarantee that we offer to protect the customer while on contract.

[redacted]
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.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

[redacted] emailed many times wanting to push out service, which we allowed him to do a couple times. We typically do a one month follow up which helps break the egg cycle. Where he decided to push out the service because he did not think he needed it. After some appointments being pushed out he...

called and said he was having issues with ants. We scheduled a service to treat them. When the Tech arrived he noticed that they were fungus gnats and not ants. Gnats are a pest we do not guarantee and because of that he wanted out of his service. We told him that we would be happy to treat them for you. The reason we come out every 90 days is because the product breaks down and we did tell him this, but he refused to have the services until he had pests. After the service was preformed, a few weeks later he called in stating that he still had bugs. Again, the reason we come out every 90 days. Because Mr. ** was not on schedule he was not seeing the benefit of the service. It is easier to keep bugs away then to start the process again from the start. With that said Mr.** called and wanted to cancel the service where we told him that he was in a service agreement that he signed and we emailed to him and if he wanted to cancel there would he a fee of $110.00 plus tax which is on the agreement that he singed. Here at Ecoshield have the customer sign 2 documents to show what the customer is signing up for so there is no miscommunication. After he Filed the complaint, I called and spoke with him and told him that I would wave the cancel fee. He was pleased that I did so and he said that he would take down the complaint. Again here at Ecoshield we try our every best to keep the customer happy and to have the every best experience with our service.

Initial Business Response /* (1000, 10, 2015/08/18) */
[redacted]Document Attached[redacted]
We did everything we could to work with our valued customer. We never want anyone to have a negative experience with ecoshield. We eventually agreed to only charge for the service that was part of their service...

agreement and waived the cancellation fee that would normally be assessed. We consider this account resolved.

Had appointment on 9-23-2015 and got a text saying the rep came out and serviced my house inside and out. I was there and never saw him. Called to find out what happened and customer service said they might have service the wrong house. How could you do that when you have the address?? then I told I would not be renewing my contract and they said okay, apparently they are not worried about keeping customers. I do not recommend, I have call about 3 times now with various complaints and now this one I feel is a WHOOPER!!

This is a terrible company stay away from them. They have terrible service and when you call to complain the office people also terrible. I have been waiting for 2 months to speak with a supervisor before they come out and spray.. To date I have received No call from a supervisor and when I called the office I was told they have tried Mutlple times to call me. I informed the office clerk I have a vm and also caller Id and NO CALL FROM THEM. They also Lie. Stay far away from this company!!!!!!!!I will not let them on my property.

Initial Business Response /* (1000, 10, 2015/08/21) */
[redacted]Document Attached[redacted]
We value our customers satisfaction and tried to make things right with our customer. We have a free reservice policy if there is ever anything that our customers aren't satisfied with. This warranty was refused by the...

customer. We offered to give credits toward future services, but this was also refused. The credit card put on file at the time the agreement was signed was run to take care of the past due balance, as was agreed upon. We were denied to opportunity to move forward with their account according to the agreement, so the account was cancelled and fees will be assessed. They had been given discounted pricing because they signed up for an extended agreement and those discounts need to be repaid according to the agreement. We consider this account resolved.
Initial Consumer Rebuttal /* (3000, 12, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
All you forward us the original to door sale. I never denied that.I called after this was signed and revoked my authorization to charge my card. You have those notes in your system. I revoked the charge more.than once. When I was unhappy with service you sent someone to harass My spouse for payment before your quote in quite free service. When I asked for refund and cancel with no charges you denied that instead wanting to send someone back to my house a third time. Not much at satisfying the customer.
Final Business Response /* (4000, 19, 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.

Very professional.... very pleased with their service. They treated our home for pests more thoroughly than any other exterminator I've ever worked with.

I have attached a copy of the contract, the cc form, the initial invoice and also the second invoice for the service on August 26th. We have notes dated from 8/27 that our billing department spoke with the customer because their cc was declined, and that she would call us back because she was busy...

at work. There are notes that customer called on the 21st of October and left a voice mail to cancel her upcoming appointment. We have 2 replies from customer responding on 11/10/2014 one saying no they cancelled service and the other saying yes to the appointment. Customer reply's are when the customer send back an email or text message to the alert that was sent out. Customer called and spoke with our office on 11/11 where the customer told the office staff that she had cancelled out her account because she no longer lives at the address where she signed up for services at. In order to cancel a contract early, which in this case is a 24 month contract there is an early termination fee  of 250.00 which is stated on the contract. When the bank disputes a charge on the customers behalf we would get notification from the bank, where as we would need to provide proof that the service was done. There are no notes in customers account that there was a dispute of the charges. We are more than willing to re do the service in question for the customer at their new address, but have yet to be updated on customers new address. Thank you, [redacted]