ComplaintsforPremium Health and Safety

• Initial Complaint

  27/10/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  October 27, 2022. My wife and I went to a cidery in Hamilton where the company Premium Healthy and Safety was doing a raffle. We entered our names for a chance to win an emergency kit and gift card to the ***. We both received calls saying that we won and that they would like to drop off our prize. When the representative got to our home she came with a suitcase and insisted on coming in for a quick presentation on fire safety and the kit, we let her in. She entered our home and did her presentation, which lasted about 2 hours before I cut the presentation short. She then tried to sell us overpriced fire alarms. When we said we could not afford them and we were not interested, the rep insisted on us purchasing them and tried to give us a deal. I then said I wanted to do more research on the fire alarms before purchasing. She proceeded to tell me that she hears that all the time and knows we won’t buy them so we should just take her deal. I then asked her to leave our home and she said she could NOT leave until she called her boss to let him know where she ended off in the presentation. I asked her to pack up and do it once she left our house. She ignored my request and called him anyways. The phone call was very unprofessional and she was telling him that we were not interested and proceeded to have a conversation with him on how they can convince us. After a few minutes I stood up firmly and asked her to leave. She told her boss she had to go because we were not interested and that we were asking her to leave. As she was packing up I told her that we were told we were receiving a kit and a gift card and they way that they lie to people to sell items was highly inappropriate, unprofessional, and **********. This business should not be allowed to lie to innocent people, attempt to enter their homes, sell expensive products and refuse to leave when asked the first time.

  Business response

  23/11/2022

  As a small, local, business we take feedback seriously and implement changes when necessary. Nobody called or emailed us any complaint. We are sorry to hear that the experience did not meet your expectations.
  
  The brand-new Safety Advisor that visited your home is paid to share lifesaving information. Every single family we contact has the right to decline the visit once we explain our intentions. Although inconvenient to the Safety Advisor, you have that option when they arrive, as well. We spoke to you on the phone twice. Once to book the appointment and another to confirm. Both times, we discussed sharing fire safety information.
  
  Our phone records indicate that she was in your home for a total of 1 hour and twenty minutes. Upon her arrival she called to say she started, and finished that call by saying she would call before she leaves so you would know this would happen. As a woman, you may understand the security measures we put in place to ensure the safety of our Safety Advisors. That call at the end of the meeting consisted of her telling me that you were wonderful people, she had set up a meeting spot for you both, reviewed the safety information, gave you the free emergency kit and the free locator stickers for your windows. We do not offer any deals. As she attempted to tell me that you currently had 2 smoke alarms, you yelled and demanded that she leave, which she did immediately. By her account, this was the first time you requested that she exit the home. She said that you were both very receptive and even grateful for the information provided. She says that she tried to explain why we have them call from the home, but you would not hear it and she left as your spouse apologized for the way she had been treated. We simply cannot change a policy that is put in place for the safety of our people.
  
  We will always try to get better at what we do in the eyes of our community and take what we can from reviews like this to grow and learn. In this case, we are challenged to figure out what went wrong here. We explained our intent clearly on the recorded calls to you prior to our arrival, did exactly what we said we would do on arrival. Your spouse wanted to know what a package would look like and cost. We stayed for an extra 20 minutes to provide the quote. You decided against it and the Safety Advisor called us to prepare to leave.
  
  If you would like to discuss the matter in more detail, please feel free to give us a call at any time at ************. Thanks and have a safe day! 
  **Update**
  
  At our booth we try to engage everyone. We let them know we are an independent fire safety company and that we educate families in their homes. If they are selected, the first phone call outlines our intent and the client, of course, has the option to decline the gift and safety information. 
  
  We do random draws daily. The reason we do the raffle is for advertising purposes so yes we give the gifts away as a part of our fire awareness campaign to help the community be safer one family at a time. There is no cost or obligation. The safety meeting is complimentary with the emergency kit. 
  
  The *** card was the grand prize draw held on the first of the month.  The winner of this gift is asked to participate in the safety meeting but receives this gift regardless of participation.  

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