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:10/19/2024

  Type:Product 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.

  In July, my husband was scammed into purchasing a **** product for over $3,000, which seemed too good to be true. Since then, the product has stopped working, and weve been trying to reach the company for assistance, but with no success. We contacted corporate, who referred us to an office in *********** that doesnt exist. Weve left multiple voicemails, but no one has returned our calls, yet they continue to take payments from us every month.We were led to believe that it would be easy to switch out or replace the product, but thats far from the truth. You cannot reach anyone to get help or a replacement, and they block your number right after purchase. This is incredibly disappointing. We are demanding that they pick up the faulty product and refund our money. This situation is unacceptable and has caused a lot of frustration.

  Business Response

  Date: 11/05/2024

  To the best of my knowledge, everything was resolved. The customer most likely found an outdated office location and phone number on an old ****** listing. After receiving the complaint, we forwarded the information to the local distributor who the customer purchased the **** from. We were informed that the distributor went to the customer's house and unclogged the hose, which we were then informed resolved the issue and the customer is now satisfied. Should you have any further questions or need technical support please contact HYLA USA CORPORATE HEADQUARTERS directly. 

  Customer Answer

  Date: 11/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ********-*******

• Initial Complaint

  Date:12/19/2023

  Type:Order Issues
  Status:

  UnresolvedMore 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 company sent an email for a gift. It specified to call between 12/11/23 & 12/15/23. The promo email provided a num to call. I called on 12/11/23 @ 5:31 pm. Left a detailed voicemail requesting a call back for the promotion. Did not receive the call back. I called to inquire the status for I didnt receive a call back. The owner failed to honor the promotion & was requesting for me to make a purchase. I offered to send proof of my call records & still she demanded for me to buy. At this point the email can be considered false advertisement for I did what the email specified & the owner insisted on not honoring the promotion like if its my fault theyre not listening to their voicemail.

  Business Response

  Date: 12/19/2023

  the customers voicemail was never received. Our customer service representatives were assisting her the best way possible to honor promotion after stipulated time and made the exception. Customer was being disrespectful and using foul language. After being disrespectful promotion was no longer granted. 

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 21023841
  
  I am rejecting this response because:
  The info provided is not 100 percent accurate. ******* was providing great costumer service. She advocated for me to her reluctant unprofessional supervisor/owner whom simply was not interested in honoring the promotion from the start & insisted on me placing a purchase. I related I had place a call based on the email but provided the wrong date I placed the call. After verifying my phone records, I was able to provide the actual date of my call and offered to send proof. The supervisor whom failed to identify by name then when requesting to speak to her supervisor identified as the owner insisted on me making a purchase. I refused & explained to her I had proof it wasnt my fault they were not keeping up with the method provided to take advantage of the promotion & that I no longer cared to conduct business with her. At no point foul language was used. Her demeanor was disrespectful, unprofessional & incompetent. For she failed to honor a promotion or to provide customer satisfaction based on her lack to conduct a business in an organized fashion with something so simple like checking voicemails to the business convenience in order to get back with their customers in order to provide what was offered. I had made a purchase prior & still have a voice by a different representative whom sold me the item. But to honor a promotion, they dont even bother on checking their voicemail. The promotion was a scam & false advertisement. 

  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/31/2023

  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 was at mission medical center and was approached by a seller from hyla saying that he was giving away a free air freshner and if id like to enter the contest. The next day he called me saying I won and it was nothing but a sales pitch of an overpriced 4.5k vacuum system they claim is good for your health. The system is not *** approved and has no studies showing it is good for your health. I decided to try the system and canceled within the contract date within 3 business day (cancel) and return the item within 10 days (which I did). Their seller is saying I did not cancel and only told them on day 10. **On their website it has a 10 day risk guarantee or money back** and they do not want to honor nor the contract nor what is written on their website. It is absurd that a company can get away with stealing peoples money. I have a contract wit the signed cancelation date as well as a contract with the date they picked up the item. *** tried to talk to them and have not gotten any positive from them, they refuse to return my money.

  Business Response

  Date: 04/04/2023

  The purpose of this letter is to respond to the aforementioned complaint. We want to ensure that every concern is addressed in a timely manner in accordance to all proper procedures.
  

  It is correct that ******************* won a water air freshener independent of any purchases and now that she has returned her ****, she was allowed to keep it.
  
  The **** is an Air and Room Cleaning System which is certified by several ************************ as a health product (ZPmed, *******), allergy-friendly (Biotechnology AG, ***********), improving air quality (SIMA, *****), and many more.
  
  We do not sell the **** for $4,500 nor did the customer pay that amount. As her attached receipt shows the total including optional accessories and taxes is less than the claimed $4,500.
  The legal cancellation period for products purchased through in-home is three (3) business days from the date of purchase. We received an incomplete cancellation notice from the customer, dated after the cancellation period. As the cancellation period passed, the customer was advised to keep the **** and accessories, and fulfill the purchase agreement as a return of used equipment past the cancellation period would forfeit the down payment. Nonetheless the customer decided to return the equipment.
  
  In regards to the other attached documents, one shows the rules from an online store in ********, which do not apply in ***********************. The second screenshot is from our online store Terms & Conditions. Online and in-home purchases have different legal and company rules. Not that this is relevant to this case, but the collected down payment is less than our 15% Restocking Fee that the customer refers to by quoting our Online Store policies.
  

  This complaint indicates buyers remorse. If the customer had cancelled within the cancellation period, and followed cancellation procedures as listed on the contract, there would not have been any issue to cancel the agreement and refund any down payment collected.

  Customer Answer

  Date: 04/05/2023

   
  Complaint: 19880538
  
  I am rejecting this response because:

  My contract shows a cancelation within the 3 business day. This company is beyond malicious and is very overpriced. My contract was canceled 3/22 as shown in the picture provided. To my understanding this is WITHIN 3 business day. The purchase price was 3/18 which was on a Saturday and 3 business day started counting on Monday 3/20 till 3/22. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/07/2023

  The customer is correct about the date on her side of the cancellation notice and the contract dates.
  
  Nonetheless, the company part of the cancellation notice (which is not shown in the customer's pictures) was dropped off past the cancellation date at our office. Also as mentioned in our initial response, that notice that was dropped of is incomplete and was filled out with a different (past cancellation period) date.

  Customer Answer

  Date: 04/10/2023

   
  Complaint: 19880538
  
  I am rejecting this response because: The sales representative error should not be held against the costumer. He refused to get the item even on the 10th day. The cancelation period is correct. If he did not bring it back to the company then costumer should not be reliable for the incompetence of this company's workers. Horrible costumer service, they say the item is PRO-HEALTH, and its false advertisement. I am a medical student and for an item to be sold to better someones health they need to be *** approved which this item is not. Again this company is full of FALSE advertisements and an extremely OVERPRICED vacuum system. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/23/2022

  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 feel I was taken advantage of by a representative for ********************** by the name of *************************, from the ***********, ****** branch. He came to my home to demonstrate a Hyla. During that time, I was planning to move to ***** and would have been living with my boyfriend at the time. I would have been able to afford the Hyla he demod for me. During the process of him filling out the paperwork, he put information that was not true in order for me to be able to get this product, which included the monthly amount I paid for the house I currently live in and my income. He put that my payment was $600 a month, when in fact, I pay over $1300 a month and I am no longer able to afford this payment since July, 2022. He lied about my income as well in order for me to get approved. He also lied and told me I would not owe anything for the first three months and that I would receive a check for the last two months. I have never received a check. At the time, I was going to be able to pay it off once I sold my home for the move. During the time I have had this product; ***** borrowed it for two weeks and lied and told me I would be compensated for the time he had my Hyla. During my purchase I also ordered the scents that go into the machine. I have never received them. I had been in constant contact with ***** regarding the issues I have stated. Now he is not responding. Nothing was resolved and now it is past time to return the product. Neither party seems to care that I have a hardship and cannot pay for this machine. Now I am being hounded by *************************. for the money that is owed and they are attempting to take money from my account, which is costing me money in NSF. Money, I have told both parties, I do not have. I advised Merchants that I never received the check and they claim to know nothing about it. I texted ***** regarding this and he is not responding. I cannot afford this Hyla and now both parties will not take it

  Business Response

  Date: 11/07/2022

  The purpose of this letter is to respond to the aforementioned complaint. We want to ensure that every concern is addressed in a timely manner in accordance to all proper procedures. The legal cancellation period for products purchased through in-home in most states is three (3) business days from the date of purchase. Exact cancellation procedures are printed on the purchase agreement. ************** selected to purchase the **** through a 3rd party finance company. Said finance company verified all information in the contract with the buyer including personal information, financial income, living expenses and cancellation procedures prior to accepting the finance contract. Although ************** was informed by the sales representative (an independent contractor) as well as the finance company about cancellation policies, she did neither follow cancellation procedures nor did she contact us directly for assistance or mediation. It is advised that customers read the entire contract before signing it. The customer should never have agreed to purchase an item they could not afford, regardless of what they were promised.  This complaint indicates buyers remorse. Everything exchanged in writing is a contract between the buyer, the seller and the finance company; HYLA USA is not part of the contract. Since the cancellation period expired over 30 days ago, we do not have the authority to mediate the return request. The only one who may release ************** of her contract is the finance company, as they own it. Any questions in regarding the purchase agreement have to be directed to the finance company.

  We are happy to assist ************** with technical support for her ****. For support, please do not hesitate to contact our office at ********* **** (********) or ************ from Monday through Friday from 9am-5pm EST.