Complaints
This profile includes complaints for HYLA North America LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/04/2024
Type: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.
Someone came to my door on October 19 selling the hyla. While doing so I felt pushed into this purchase. I was told I could return the product within 30 days by the sales person. The vacuum is just too bulky for me and I have only used it one time. I called today and they said I only had 3 days not 30.
Business Response
Date: 11/12/2024
HYLA North America does not sell direct to consumers. We are only the wholesaler of the HYLA EST and it's associated products. It would appear this is a dispute with the independent company that demonstrated and sold the product. Based on the name and phone number provided, it would appear the company in question is Solutions Empire, LLC. HYLA North America does not have any access to the aforementioned company's financials, sales data, or anything verbally stated during demonstrating the product, and we cannot facilitate a return. Please contact Solutions Empire, LLC at ###-###-#### to further dispute this return.Initial Complaint
Date:11/13/2023
Type: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.
In August 2023, I was told I won a free (no purchase necessary) prize but I would have to listen to an in-home demonstration. After the 3 hour presentation, I did not buy the product but chose the air purifier and was told I would receive it in about a week. I never received the prize, and I have called several times, left messages, and no one returned my call. I even went to a home show where they had a booth, was given another phone # to call, but still no response. I had told them if I didn't hear back, I was going to post a complaint for deceptive business practices. It has been about 3 months and I have not received the "free" prize, or even a call back.Business Response
Date: 11/14/2023
I am very sorry to hear about this customer's experience with an independent distributor in Utah. It appears that the complaint was made for the wrong business as we are the wholesale office and the experience was with an independent distributor office that may or may not be within our network. We have contacted independent distributor offices in the region to see if we can help get this matter resolved. It does not appear that this correspondence includes any information regarding the business that attended the trade show however customer satisfaction is extremely important to us and we will do what we can to help. Our office phone lines are open from 9:00 am - 5:00 pm EST Monday - Friday. Thank you for reaching out.
Customer Answer
Date: 11/14/2023
Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. The home show was in St. George Utah in January, but received a call in August telling me I was picked because they couldn't track down someone who had won. When I went to the October home show, the business card I received was Hyla Southwest. Tim V** ******* (who was at this home show as well) was the rep who did my in-home demonstration and the name on the business card, and the business card he gave me had a Lake Havasu City, AZ address with the website address as ******************. He told me to call that phone # and ask for Gary, which I did. ****************** is the site I went to and found the link for reviews that took me to the BBB website. So it seems to me that they are using your business as a link to their website. I have called all the phone #s I have received and made every effort to resolve this issue, but have not been able to get anyone to contact me. Regards, ***** ******Business Response
Date: 11/20/2023
Thank you for providing the information regarding the independent distributor. We have reached out to him regarding this situation and have taken the step to send out the requested item via UPS tracking number ****************** slated for delivery on Friday, November 24th by 9:00 PM. Please keep in mind that there may be shipping delays due to Thanksgiving. HYLA NA is the wholesale office and while not responsible for the actions of other offices we want to ensure that customers are happy and have a positive experience. We sincerely hope that the customer is satisfied. If you have any further questions please don't hesitate to call the office @ ###-###-#### Monday through Friday 9:00 am - 5:00 pm Eastern Standard Time. Thank you
Initial Complaint
Date:10/04/2022
Type: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.
The hyla representive called me in August 2022 and said I was chosen by someone to get a free air purifier if I agree to a demonstration so I agree well after showing me everything the hyla purifier /vaccum does I was sold, suckered and conned is more like it.first off the number Jolene told me that it was 5000.00$ but I could have it for 2500.00 I said I couldn't afford it was told verbally that I had 30 days to return if I wasn't satisfied. She said if anything happened to it they would fix they took my brand new vacuum o top of charging you an outrageous amount of money for the hyla. Which also its been brought to my attention that jolene gave everyone different prices and said different things to everyone of ny friends . They also have these same machines on ****** for 800.00$ Sorry got off track but I have spoken to the financial institution air solutions to tell them I do not want it it doesn't do what she said it was gonna do and that I couldn't afford what they are charging me after they verbally told me a totally different price . The return policy is bogus it's 3 days not 30 and I will not be paying themBusiness Response
Date: 10/05/2022
Please be aware that HYLA NA is merely a wholesaler of the HYLA Room and Air Cleaning Systems, any sales made direct to a customer were made by an independent contractor. We have no bearing or ability to facilitate a refund or return as we have no access to the contract or the transaction. This product is also not available online for purchase, so any review or price seen online should not be held with any value. Further, if there are any issues regarding the operation or working manner of the product, HYLA NA is available for contact to make repairs. Furthermore, this is not how representatives are trained is and not our company philosophy. We are truly sorry you had this experience and appreciate you sharing it with us.
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