ComplaintsforPremium Home 360

• Initial Complaint

  06/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband, Michael, and I went to a dinner presentation on December 10, 2021, hosted by this company, Premium Home Efficiency, stating "learn how to drastically improve the comfort of your home and reduce energy bills. We ended up purchasing one of their Eco Probiotic Systems-EPS - 365 as we both figured the air quality in our home would be improved by this machine after their demonstration. Well, after approximately a month of usage and seeing no sign in air quality improvement in our home, I called the company on January 6, 2022 at approximately X:XX-X:XX p.m. our time (Eastern) and spoke to Robby (I assume this was ****** ******) about our concerns. He told us that we needed to give this machine more time to work before seeing any improvements. I told him that we didn't want to wait too long before notifying them of our concerns, but he told me that if we were to return this item, there would be a $1,500 re-stocking fee imposed. I told him that we would give it more time, but now we are at just over 6 months with still no improvement in air quality. It was also supposed to decrease dust particles in the air, but while the machine is going and you're looking into the sunlight, you can see the dust particles floating in the light. I don't know if this has anything to do with us owning a manufactured home, but this machine is definitely not providing the results that they touted during this dinner presentation. We have faithfully made our monthly payments on this purchase, but we are done with waiting on some sort of air quality improvements. I have looked over the limited paperwork provided to us, and see no mention of a "restocking fee", and both my husband and I thought there was also a mention during the presentation of a money back guarantee. I think we have given this long enough with no signs of improvement. I think we were expecting this to be some sort of miracle machine from what was told, but have found this has not been the case. Please help

  

  Business response

  09/01/2022

  Business Response /* (1000, 5, 2022/07/10) */ We sold this unit on 12/10/21 and it was installed on 12/11/21. 26 days later on 1/6/22 the customer did call in to the office with concerns questioning the lack of results. It was explained just as it is in the dinner that it typically does take roughly 90 days to start seeing results by altering the indoor environment. Given our desire to keep our customers happy and understanding we went ahead and scheduled a service call just to verify that the machine was working as intended and all settings are correct. A service tech came out to the customers home on 1/15/22, It was reported back that it was working as intended however the customers felt more comfortable with us switching out the unit so that is what we did. In addition to replacing the machine it was located to another area in the house to see if that would help. All of this was prior to the typical time period it takes for the machine to start showing results. The majority of customers who purchase this product see incredible results. However, if there are old, faulty or improperly sealed windows and doors, chimneys or duct work in a home it can alter the effectiveness of the probiotics given the abundance of air intrusion through these means. Inturn the machine is unable to combat the constant intrusion of outside air. There is no mention of a money back guarantee in the presentation but clearly we do prioritize customer service. In the exceptionally rare cases that we were to return a system there is a restocking fee. It's recommended that the customer takes a look at the above mentioned issues that can affect the system and see if this is possibly affecting there expected results. Consumer Response /* (3000, 7, 2022/07/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Besides not seeing any noticeable results when the company was first called on 01/06/22, we thought that there possibly could have been an issue with the unit because the initial one that was installed on 12/11/21 arrived in a damaged and already opened box. So this was the other reason for agreeing to try out another unit along with having it placed in another area of our home. We are now definitely beyond 90 plus days to start seeing the results of this unit altering the indoor environment, and are not in the position to purchase and install new windows, doors, etc. if this is what this company thinks might be the cause of our issues. Again, we live in a manufactured home, and they were targeting mostly people in The Villages that have regular built homes. Maybe this should have all been explained to us when the salesman came to our home the same evening as the dinner presentation. We definitely are not seeing any difference in our air quality along with dust particles seen floating in the air, and wish for them to take this unit back because of the non-visible improvements. There was no paperwork that we received with the unit that made mention about a restocking fee if there was need to request a return, and an attorney we know read what we had and didn't see anything about this anywhere. We do not expect a refund of any past monies that have been paid which currently totals $507.57. We only wish for them to collect their unit and cancel the remaining contract funds that are due. This is how we wish to proceed. Thank you! Michael and ******* ******

• Initial Complaint

  01/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 6-26-2021 Premium Home Efficiency (sales and installed a Healthy Home 365, energy product). This is my complaints: 1) Kool Blue which is suppose to make your outside unit more efficient, well within weeks it caused my air conditioning fan to go out. I was in extreme heat until I paid to get it fix. Robbie from Premium promise to reimburse me for $525.00 for a air conditioning company to replace my fan, that never happen and won't return my calls. 2) EPS System-attached to air conditioning system to control dust and allergy and reduce your electricity bill, never worked, you have to run either your air conditioning, heater or fan for it to blow product through the ducts, more cost for your electricity bill. I don't use my heater at all, using my fan in winter costing more. 3) Premium sales said reduce electricity by 75%, for the Multiple Layer Insulation, but they failed to tell you until after install they said you have to also install their windows and have walls painted to reach this, false information (Scam). My electric bill went from $145.00 to over $220.00. Felt like it was holding the heat in instead of repelling. After paying almost $12,000 I wasn't go to pay another dime. I asked to have the products removed and a refund and Robbie said NO that's not going to happen go ahead and report to BBB, NOTHING Will happen. Their install team and also told me several lies and Robbie and Sal both set appointment at three days window and no time, I asked them to contact me on Friday to let me know which day and time, never did. The EPS system was suppose to have one year of liquid (juice they called it) well it ran out before three months was up. The first install team told me that I might need an new EPS machine but the second team said it was just the programming. Which is it, I asked for them to come back in three months to check the efficiency of the EPS to make sure it was working and that didn't happen. It doesn't work and I want them remove and refund.

  

  Business response

  03/17/2022

  Business Response /* (1000, 17, 2022/03/17) */ Customer has contacted our office a couple of times regarding her install and concerns with the products whereas in each case we have dispatched a crew to inspect the products and installation. (1) The KOOL Blue treatment has no correlation to the fan motor going out on her air conditioner Whatsoever and she was never promised that the company would pay for an unrelated repair. The complaint that the temperature in the house was high was solely due to her air being out and not due to ineffective products or installation. (2) Customers EPS system was inspected on 9/26 and again on 10/3. It was refilled free of charge and the settings were verified to have been set correctly. (3) We do not state that the mLI will reduce a customers bills by 75%, We do however state that it is capable of 30-50% depending on conditions and combination of other energy savings products we recommend. We do not sell windows nor recommend painting walls to reach these reduction numbers. We are not sure what is being stated in the complaint about lies and appointments to properly respond. The customer did indicate that she wanted us to show up again in 3 months from the last inspection however we didn't receive a call from her to schedule it. All of our employees from sales to installers are professionals and would not tell a customer to just file a BBB complaint. I think it is clear that we aim to make sure our customers are satisfied hence our multiple trips to the customers home to address her concerns. Our notes do indicate that the customer insulted one of our female employees. lastly it appears that at this point the customer just has buyers remorse and is willing to try anything to get a refund even though all products have been thoroughly inspected and verified to be in perfect working order. Consumer Response /* (3000, 19, 2022/03/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Number 1; Robert W***** promised to refund me for the fan going out. When I filed the complaint with BBB he called me in January, called me a liar three to four times. I asked him what did I lie about , he said we don't do windows and that was it. So I said you don't do windows, but according to their Life time warranty windows are on the list. He promised in the January call after being angry and raising his voice at me that he will send out a team right away, that never happen. Have document will send, Regarding the temperature it was high for three days due to air conditioning fan going out. But I have proof the insulation does not work. Will send documents. 2. On 9/26 they sent a team out to inspect, which I did not request but came and per Sergio he quoted you need a new machine because it used a years worth of liquid in just a few months. Then they sent out a second team on Oct 3rd and they said it was just a programming issue. I asked the team that came out if they could come out in three months to make sure it's just a programming issue. A girl from their called me and Said they would. It never happen. 3. As far as stating the bill will be reduced whether it's 75% or 30-50% by bills have not reduced any at all. The purpose of the insulation is to reduce the heat in the hose and your electric bill, that's what sold me the product or otherwise why would I buy it. If you look at other complaints on BBB under Healthy Home 365, who is the wholesaler(could be making product); other customers have complained about the products not working and in the state of Wyoming, the Attorney General settled with Healthy Home 365 and they paid $45;000 and is not allowed to sell the products in the state of Wyoming. Documents on the BBB website. Robert W***** is the one that told me go ahead and file with the BBB they won't do anything. I did not insult one of their employees, I told Robert ****** that at the demonstration she wore a see thru dress with a thong underneath. He is the one that mention about looking like a **********. Their were 95% Seniors, husband and wife's at the presentation which was inappropriate. More untruths by Robert W*****. This is not buyers remorse, I have evident it dose not work, will scan in and submit. This company should not be in business, I was promised multiple times a refund and never received. He is not telling the truth. On January 17th, when he called me (copy of phone call) again he said he would refund me the money for the air conditioning fan, I said no that I want a full refund that the products don't work, then when I told him I filed a complaint with the Arizona Attorney General he decided to reply to the BBB request which he avoided until now to try and swear my name the consumer. The teams that came out were very nice but the part Owner Robert W***** is not professional and threatened me.

*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. ↩