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:09/22/2024

  Type:Service or Repair 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.

  Hello! I have been a customer of ********************** Pest ********************** since May of 2023. They come out quarterly to spray our yard and promised to help eliminate pests such as spiders and hornets. I have called on several occasions after they spray because theyre here for about 5 minutes and our yard is almost one acre. Ive told them that we have seen an increase in pests. We have video footage of them basically doing nothing, and then charging between 100-$250 per job. We now have contacted them because our yard is full of hornets nests. After Ive told them their services are doing nothing, I now have proof. We have a six month old baby and this is getting dangerous. Ive requested that they come kill the nests and refund my money, since their services did absolutely nothing. They will not give us a refund. We have called and spoken with several customer service representatives and I am not sure what else to do but this was a big scam. There are other offenses but this was the biggest issue. They also wouldnt let us cancel our contract and we have to keep paying for services that are doing nothing. I have paid about $2000 for absolutely nothing. Thank you in advance!

  Business Response

  Date: 09/25/2024

  Hi ******, 
  
  Thank you for bringing this to my attention. I want to sincerely apologize for the battle you have been facing. I understand the frustration that comes with this. I have sent this over to your branch manager and requested a full/partial refund to see what I can be approved for. I will call/email you once I receive an update. Thank you. 

  Customer Answer

  Date: 09/27/2024

  
  Complaint: 22321063
  
  I am rejecting this response because: 
  Thank you! I look forward to hearing what can be done about a refund. 
  Im not fully rejecting this response, I just dont want BBB to close this case until I get a full answer about the refund.

  If we do not get a full refund and the local branch to come out and take care of the hornets nests, Ill be taking further legal action.
  Thank you for your kind response though! This is the first response from anyone at EcoShield that has been helpful in any way. So I really appreciate it. 

  
  Regards,
  
  ****** ******

  Business Response

  Date: 10/10/2024

  Hi ******, 
  
  Thank you again for reaching out with this information. I sent you an email to your personal email to get some more information from you. Please get back to me at your earliest convenience! 
  
  Thank you, 

• Initial Complaint

  Date:08/13/2024

  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.

  Was scammed and mislead by a female sales person from Echsheild Pest Solutions on 5-1-24. I would not agree to 12 month contract. Was told I could try for a couple months and could cancel at anytime. I am the home owner so my names on paper work however my partner **** is the one that signed agreement to treat (I have copy) and made inital payment of $191.08 using his credit card.Long story short we still had bug issues. Called to complain and they came back out 6-1-24 and treated. Called back 6-18-24 to inform them we still had some issues. They stated to give it more time. I called and cancelled 7-2-24. Their chemicals do not work. They contine to call, text and email me. I called on 8-1-24 and explained issues to a non-english speaking male and that I owe them nothing. **** also canceled the credit card they had on file so they could not put charges on card. Received letter yesterday 8-12-24 (letter dated 7-31-24 ********* address) that I owe $351.21 and they threatened to turn me over to collection agency. I have excellent credit and want to keep it that way. These scammers better not put this on my credit report! I guess my next step will be to contact the ************************* I did write a negative review on your site.

  Business Response

  Date: 08/24/2024

  Dear *****,

  Thank you for bringing this to our attention. As an act of goodwill, we have waived the $351.21 balance on your account. Your account is now closed, and you will not be turned over to a collection agency.
  
  If you have any further questions or need assistance, please feel free to reach out. We appreciate your feedback and the opportunity to address your concerns.

  Customer Answer

  Date: 08/26/2024

  They did send me to a 3rd party collection agency. I received an email from A.R.M. Solutions **** I did dispute the charges with them also. I  would like a letter from them as well that I do not owe anything and this will not be on my credit report.

  Thank you

  Business Response

  Date: 09/11/2024

  Hi *****,

  If you received the notice from ARM solutions within 15 business days of our response from 8/24/24. Please disregard it. We've waived the balance and provided you with written confirmation. 

  Customer Answer

  Date: 09/11/2024

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:08/12/2024

  Type:Service or Repair 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 sales pitch person seemed high as a kite and kept saying “I only need one more sale for the night”. Just kept having me reply to text messages and signing stuff on the iPad till I was signed up. Told me that there was no hidden fees and that I could cancel at any time without any fees. WRONG! I have cancelled my service and now they are trying to make me pay $215 to cancel the service and if I don’t pay it then it will be sent to collections! I paid for my initial service ($170.73) so it’s not like I got the service for free. Also the man that came and did the service was not even at my house a total of 10 minutes because I was the last one of the day and he had to get back up to Columbus. He also didn’t even do the parts of the house inside that I asked him to do and there were still cobwebs all outside that he said he got down. Trying to get through to a customer service representative to get the issue resolved is a total waste of time and they just keep trying to sale you more services and say that there is no way that they can remove this $215 charge (not even a supervisor). I am calling crap on that one. I have tried to be reasonable through this but getting several texts, emails and calls throughout the week is starting to be harassment. This company does not take the customers voice into consideration at all.

  Business Response

  Date: 08/24/2024

  Hi *****,
  
  My name is *****, I am the one who responded to the ******** review. I wanted to reach out to you privately so I didn't air out all your information to the public.
  
  I took a look into your account and just a few things I want to point out to you. We as a company have a specific department for what we call "Welcome to the Family". In that department specifically, they text our customers and fully communicate all the ins and outs about our services and what is required once you sign the contract with us. In that text, they go over the length of the contract, the length for the full contract, what we are going to be doing during your appointments, hidden fees, and the fine print of the cancellation process in case it was not explained to you during your conversation with the sales rep. I see this text was delivered and responded to saying "yes" which I have included in attachments for you.
  
  As for the length of the appointment, we have a GPS tracker on our trucks that time stamp when they arrive and when they leave and that time was 45-minutes long. I understand your frustrations and the points you are making with your feedback.
  
  So we don't go back and forth and you can just brush your hands off on a clean slate, I will go ahead and waive this fee for you as a courtesy in the act of good faith.
  
  I will send you the invoice showing there is no balance left. If there is anything else we can do for you, please don't hesitate to reach out!
  
  Best,
  ***** ********

  Customer Answer

  Date: 09/03/2024

  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ***** ********

• Initial Complaint

  Date:08/07/2024

  Type:Product 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 7/26/24 This Business was Soliciting in the area where I live. I told them I did not need it and they keep bugging me. They need to cancel my Account And refund my money back to my bank account. I do not want them on my property anymore.

  Business Response

  Date: 08/13/2024

  Dear *******,

  Our documentation shows that your signed up for a quarterly service plan on 7/26/24. Due to services being rendered, a refund will not be able to be processed. Our customer service team has been notified of your cancelation request and will be in contact for feedback reasons.

  Customer Answer

  Date: 08/23/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22105794
  
  I am rejecting this response because: They won't Refund my money, and they want me to paid $161.70.
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:07/29/2024

  Type:Product 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.

  a man came to my door in June and was pushy so I let him treat my yard, it was ******...he said I could cancel after that visit if I wanted. I did cancel as I watched him treat my yard, he was throwing a substance by hand and ran out of product. I would like my money back..as He did not finish or come back so I cancelled before the next treatment. on 7-1-24 I sent them an email and told them to stop harassing me as I did not want to use the service. They did not come back yet keep sending me a new bill to cancel. They said I have to pay to cancel. they want ****** please help, I am 69 years old and they will not leave me alone. thank you, *************************** ************

  Customer Answer

  Date: 08/02/2024

  The bill comes from ecoshield - Columbus it is this at top, the man who came to my door said he was from Columbus office. 

  but the main office address in ** follows

  PO box *********************************** also, the phone number ************ for accounts receivable at bottom of page. and email address: ****************************

  Thank  you

  ***********************

  Business Response

  Date: 08/13/2024

  Dear ***************************,

  Thank you for bringing your concerns to our attention. We sincerely apologize for any frustration this situation has caused you, and we deeply regret that our service did not meet your expectations. Our goal is always to provide effective solutions that ensure your satisfaction.After thoroughly reviewing your account, we would like to clarify a few points based on our agreement:Flea and Tick Coverage: The agreement you signed does not include coverage for fleas and ticks.Cancellation Policy: As per Ohio state law, the cancellation rights applicable to door-to-door sales include a three-day right to cancel, which is consistent with the information you received at the time of signing the agreement. Your cancellation request was made nearly a month after signing, which does not fall within this period. Additionally, our records do not indicate any coverage or charges for pests outside those specified in your agreement.Annual Commitment Discount Payback (ACDP): The balance of $161.25 you mentioned is valid under the terms of the agreement, which requires this payment if the services are canceled before the completion of the contracted period.However, as an act of good faith and in recognition of your dissatisfaction, we have decided to waive the remaining balance on your account. We hope this resolution demonstrates our commitment to your satisfaction.Please know that our intention was never to cause you any distress. If you have any further questions or need additional assistance, please do not hesitate to reach out.Thank you for giving us the opportunity to address your concerns.

  Customer Answer

  Date: 08/21/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22060436
  
  I am rejecting this response because: this is not true,  I was told by the man at the door, I had to cancel before next month and them coming out again to do another treatment. I called in time and they DID not come back. 

  It is fraud ....and I am elderly. They are not telling the truth. They want money to not use their service. That is unreasonable and crazy. 

  
  Regards,
  
  ***************************

  Business Response

  Date: 08/24/2024

  Dear *******,

  We have only been to your home once, on 4/24/24. We have waived the $161.25 balance as an act of goodwill, but we will not be refunding the charges for the initial service, as services were rendered. We did not come out in June, that may have been another business you hired.

• Initial Complaint

  Date:07/24/2024

  Type:Service or Repair 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.

  BBB transcribed from typed letter received via transfer from another BBB:

  ************************;
  ************************;
  *********, ** 44906 
  

  Complaint Information: 
  Product or Service Involved: Pest Solutions 
  Date of purchase or Service: May 24, 2024 
  Amount involved: $341.33 (so far) 

  
  What is your complaint: 

  
  EcoShield Pest Solutions had sent an agent, ******************* to our neighborhood to sell a service to me. I asked him if they offer a military discount and senior citizens discount for their services. He did not offer me any discounts. I let him know that I had a ********* bee problem, bot not a danger. We sat on my front deck for some time just talking about the services that they offer. I let him know that I did not want a contract, buit just wanted the ********* bee problem taken care of. Eventually, he handed me his phone. I let the person on the other end of the call know that I did not want a contract. Last month I got a bill for roughly $160.00. This month I received another bill for $160.00. I called Ecosheild Pest solutions and they told me that I had signed a contract with them and that I was not able to cancel. I had told them multiple times that I did not want a contracted service with anyone. I recalled signing something, but assumed it was for them to be on my property that day to spray a one time application onto surfaces to get rid of the ********* bees. Again, I was not told that I was signing a contract. I called EcoShield Pest Solutions again on July 19, 2024 at number ************ with my daughter present and spoke with agent, ****. She said stated that I do have a contract, but my account is currently frozen/cancelled. She then told me that I could settle my account by paying off the balance on my account, which was $160.50. I requested a copy of the said contract and she emailed it to me, to my personal email adress, ************************* I had my daughter look it over and it was signed by me, but it was not the form I recall signing in the first place. The contract documents were dated for May 24, 2024. She also mentioned during our call that I have a verbal contract with them, which I feel is not binding. The only thing that **** offered me on behalf of the company was to settle my account to get out of my contract, but on the other hand she stated that my account was frozen/cancelled. 
  
  

  Business Response

  Date: 07/28/2024

  Dear ******,

  This is written confirmation that the $160.50 balance has been waived and your account is closed.

  Customer Answer

  Date: 08/02/2024

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:07/24/2024

  Type:Order 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.

  - 4/18 I agreed to a 24 month contract. I was told that if there were any issues to call and they would make a visit to rectify the problem.- 5/9 ************* I called the service representative I was told to contact 30 days after the first application as the insect situation progressively worsened. The interior activity and anthill activity in the backyard didn't resolve and in fact got worse. - 5/22 I called the service representative a second time with no response.- 7/19 Called the **************** line. Cancelled the service. I was told that I would not be charged any cancellation fee due to lack of responsiveness.-7/23 Received a cancellation invoice -7/24 called **************** to complain. This time I was told I'm being charge the cancellation fee for breaking the contract. I informed them that a contract involves both parties fulfilling the agreement and that EcoShield did not fulfill their side of the agreement. I was also told that the service representative that sign me up is no longer with the company and they have no records of my complaint calls. I was told I had to pay a $219 cancellation fee and if I did not pay they would report against my credit and a collections agency.

  Business Response

  Date: 08/02/2024

  Dear ******,

  We sincerely apologize for the frustration and inconvenience you have experienced. Your concerns are very important to us, and we want to address them thoroughly. Upon reviewing your account, we found that the initial service took place on 4/18/24, and you didn't reach out until 7/19/24. If you have any emails, texts, or other documentation that you reached out to our company via the phone and email found on the agreement, please provide it here for further review. 

  Customer Answer

  Date: 08/19/2024

  ---------- Forwarded message ---------
  From: *********************** <*********************>
  Date: Thu, Aug 15, 2024 at 12:34 PM
  Subject: complaint #********
  To: <********************************************************>
  
  
  To Whom It May Concern,
  
  Ecoshield responded to the initial complaint stating that they have no records of me contacting them with issues.  My initial complaint outlined when I called them and the number I called.  The sales representative provided me with a number on an EcoShield flyer with direction to call that number if there were any issues (See attached flyer with the hand written number).  I called that number twice and spoke with the sales representative.   I found out later (also detailed in the initial complaint) that the sales representative is no longer with EcoShield and he gave me his personal number.
  
   To summarize, all the information EcoShield responded with and the information requested was already provided with the initial complaint.   This is another example of EcoShield trying to disregard the failure to fulfill their contractual obligations.  
  ***********************, AIA, NCARB
  
  M: ************

  Business Response

  Date: 08/23/2024

  Dear ******,

  We apologize for any inconvenience you've experienced. After reviewing our records, we were unable to locate your contact attempts since they were not directed to the local office. Please refer to the service agreement you received for the correct company contact number. If you have any documentation of your attempts to reach the sales representative, kindly provide it so we can thoroughly review your case. Thank you for your understanding and cooperation.

  Customer Answer

  Date: 08/26/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22037819
  
  I am rejecting this response because: EcoShield is not willing to take any responsibility for the service or product.  Every response provided with this compliant is more deflection.  I will continue to provide negative reviews toward the company, not recommend anyone to use EcoShield and deter anyone I know from using the company.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:05/31/2024

  Type:Order 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 2 Ecoshield salesmen show up to my door and sold me on not only my home but a 2nd home I own. I always have used Orkin Pest Control who have always been professional and trust worthy. The young men sold me on a more Eco friendly service at a discounted rate that could be cancelled at anytime. After a year and questionable results I decided to cancel the investment property because of renovation project. They told me I would have to payout contract $214 to get out of it. I explained the situation and the Philippine call center was very difficult to explain my situation. Following a long conversation I was informed about a no cancellation clause. Never remember anything in the contract stating this. As I investigated the service provided I realized it wasnt as successful as my previous company Orkin. As I read these other complaints I see a pattern of not releasing customers from any contract. I dont want a refund from previous services I just want to go back to ***** which we had much better results with there services. I question the sales tactics and business methods of Ecoshield Pest Control. Making it impossible to cancel services. Buyer Beware to any customers having young fast talking Salesmen from Ecosystems trying to sell them services that I would highly Not Recommend.

  Business Response

  Date: 06/06/2024

  Hi *****,
  
  Thank you for providing us with the opportunity to address your concerns. We appreciate your professional and detailed feedback.
  
  We have serviced your property over the past year and offer a 100% guarantee that includes free visits between scheduled services if you notice pest activity. We understand that you do not wish to continue our services. In our commitment to customer satisfaction, we have waived the Annual Commitment Discount Payback for canceling the agreement prematurely and have closed your account.
  
  If you have any further questions or need assistance, please feel free to contact us

  Customer Answer

  Date: 06/13/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21696987
  
  I am rejecting this response because:  I am still receiving collection calls from EcoShield for services I have cancelled.  I need in writing that they do not hold me responsible for services I havent received and have cancelled.  I have 2 accounts under my name.  Please cancel both my properties  immediately!!!  I need documentation of this being completed.

  
  
  Regards,
  
  *********************

  Business Response

  Date: 07/02/2024

  Dear BBB,
  
  Regarding the secondary account the consumer has brought to our attention, we found that the reason for the service cancellation on 4/24/24 was due to home renovations. There are no records indicating that the cancellation was due to unsatisfactory results, as we offer a 100% service guarantee that provides our customers with free touch-up visits between scheduled services.
  
  Based on these findings, the annual commitment discount payback of $214.50 is valid. Attached is a copy of the Service Agreement, showing that the customer has completed 4 out of the 9 total service visits.
  
  If you have any further information or questions, please let us know.

• Initial Complaint

  Date:05/30/2024

  Type:Service or Repair 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 have had service from this company for a year. I received notification that my quarterly service was completed on 5/29. They didn’t do my backyard and I called the company the same day. I was given several excuses as to why the backyard was not complete and it was suggested I was lying. We have cameras, and the yard/back of the house was not done. I also work from home and was there all day when it was suggested that it wasn’t completed because they couldn’t access the UNLOCKED fence. Finally it was suggested that they can’t spray near the pool. The pool hasn’t been an issue until I caught them lying. They said I am under a 2 year contract and cannot cancel, however they broke the terms of the contract when services were not rendered as described. I paid for the service, and upheld my side of the contract, but they broke the terms and conditions when they chose not to do the expected service. The only acceptable solution is a terminated contract and refund, because, as I have proof - they did not do the job I paid for. Half of the house was not part the agreement. This company had the opportunity to perform like a reputable business and I shouldn’t have to police someone to do the job they are contracted to do.

  Business Response

  Date: 06/06/2024

  Dear *****,
  
  We have reviewed your concerns, along with the account and call notes. A free touch-up service to address any missed areas in the backyard was offered but declined. The service notes indicate that the backyard was serviced.
  
  We would have been more than happy to return, but we understand that you have decided to cancel and part ways. As requested, your account is now closed.
  
  If you have any further questions or need assistance, please feel free to contact us.

  Customer Answer

  Date: 06/06/2024

  I am rejecting this response because: as my screenshot indicates, the backyard was not serviced. That is my video camera log. There was no movement and we reviewed the whole morning and no one from ecoshield was back there; not on the patio, not in the yard, regardless of what your notes say.

  I spoke to Marcus just after 10 am on Friday - perhaps you should review those notes - he said he spoke with the branch manager and my account was canceled without penalty and I was told the $187 would be refunded because the work was not complete.

  Regards,
  
  ***** *******

  Business Response

  Date: 07/01/2024

  Dear *****,
  
  Thank you for providing those additional details. A refund of $187.25 has been processed back to the card on file. Please allow 5-10 business days for this amount to be reflected in your bank account. Your account is now closed, and there are no additional charges.

• Initial Complaint

  Date:05/24/2024

  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.

  I was supposed to receive pest control on January 4th 2024. No one ever showed but they charged my card anyway. I let them know once I saw the charge on the 7th this service was not done. I also asked for my money back. I have emailed & texted them several times since then with zero response. I randomly get emails from saying I am past due but when I respond to them I get zero response. They owe my $192 for the service not performed and I have yet to get this money back. Now they are trying to send me to collections when they owe me money.

  Business Response

  Date: 05/27/2024

  BBB,

  The following email was provided to the customer, but the customer continued to deny services, even after GPS and the product usage report was confirmed. We also attached photos that the technician took at the service visit, but the customer responded with "I can't tell who's house that is". There will be no refund as we have provided the customer with various forms of proof of service.

  Dear *****,
  
  Thank you for reaching out with your concerns regarding the service on January 4, 2024. We want to ensure that you have all the relevant information and understand the steps taken on our part.
  
  Attached, you will find a photo our technician took during the visit to your home, serving as one form of proof of service on that date. Additionally, we sent appointment reminders on January 2, 2024, confirming that we would be conducting your Quarterly service on January 4, 2024.
  
  Our records indicate that no one was home during the visit; however, we extended an offer to return and provide a complimentary follow-up to treat the interior of your home. This offer was communicated via an email sent on January 9, 2024. Unfortunately, we did not receive a response or a preferred date for this follow-up treatment from you.
  
  From your communications in February, we understand that you did not explicitly request to stop services but stated that you would not pay for the January 4 service. We did not receive further communication from you to schedule an interior treatment.
  
  Given these circumstances, the account has been closed, and the $215 balance for prematurely canceling the agreement remains valid. 

   

  Customer Answer

  Date: 05/28/2024

  They sent a picture of a side of a house. You can't tell at all who's house it is. This has been the only "proof" they have provided, although I wouldn't consider that proof. I have a ring door bell camera that didn't pick up anything on January 4th. Also normally they come in my house to do the service. They didn't ring the door bell nor leave the normal flyer they do when service is completed. I was home all day and so were my kids . No one showed up. I asked them many times to complete the service but they won't respond. At this point I just want my refund since the service was no completed. 
  
  Regards,
  
  ***** ********

  Business Response

  Date: 06/03/2024

  Dear BBB,
  
  As previously stated, we have confirmed service at the customer's home through GPS tracking, the product usage report, and photos of the property. We have been servicing this home since 6/2/23, and photos have been taken as proof for each service. To further confirm, attached are pictures of the customer's home from Google Maps and photos from the service on 10/4/23, which occurred before the 1/4/24 service visit. All photos match and support that it is the same house as in the 1/4/24 service visit photo.
  
  Given these findings, a refund is not applicable, as the service has been confirmed. We have offered to return and treat any areas that may have been missed, but the customer has not agreed to this resolution. Additionally, the customer is now outside of their service guarantee, and the annual commitment discount payback of $215 for canceling the agreement prematurely is now in collections.

  Customer Answer

  Date: 06/04/2024

  I am rejecting this response because:  I asked since January 7th for you to return to come do the service and was ignored for months. Then all a sudden I started getting calls about being past due. ( I am assuming the $215 you claim I owe) I had no issues with your service until you didn't show on January 4th. Maybe your tech was in my neighborhood on that date but no service was done at my home on that date. The last service I received was in October. You guys placed traps inside my house and were supposed to check them in January. This never happened. The picture you have of a house could match many homes in my neighborhood even the home directly behind mine is the same exact.  
  
  Regards,
  
  ***** ********