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:10/15/2024

  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 3/27/24, Premium Home 360 came into my home and sold me a Nu Air Probiotic System (Model #: Nu-360 Probiotic Machine and 1-year supply of additive).I paid $5,635.00.I was promised that I would fee better in 30 days, but when I didn't, they told me that it could take as much as 3 MONTHS. So I gave it the full 3 months. Unfortunately, almost from the very start, I began to feel significantly worse. So did my roommate. By the time 3 months was up, I had to unplug the machine because we both were feeling so bad, both physically and mentally, I had to seek mental health counseling, which I am still getting.I have contacted the representative, the company and the owner several times, with no reply. I wrote to them on ********, which disappeared. I tagged them when telling my ******** friends about them, with no company response. I had my lawyer contact them numerous times, with no reply. He sent a certified letter of demand, which they ignored.This is what I wrote to the owner:Dated June 26 Text To ***** Hello *****, It has now been 3 months since we got the probiotic machine, and we both feel worse than ever. It's gotten so bad that I'm now seeking mental health support because my depression has gotten so much worse. ******* depression is worse, too, and so is the physical pain we're experiencing. We need to return the unit. It's hurting us. In the meantime, I'm going to have to unplug it until you can come and get it. Please have someone come and pick it up soon.Thank you, ****** [last name, city & state]Nothing I've done has prompted them to prove that they are a reputable company.

  Customer Answer

  Date: 11/23/2024

  Hello,
  I noticed that there are far too many categories that are listed as "None Provided," even though the information was provided in my complaint. It looks like my complaint is incomplete, and I don't want anyone looking at my complaint and thinking that I didn't care enough to give pertinent information. So will you please fill in the appropriate blanks for me? I would really appreciate it.

  Thank you
  ******

  Nature of Complaint:
  Refund / Exchange Issues
  
  Date Problem Occured:
  Began sometime before
  April 27, 2024
  
  Date(s) Complained:
  #1. April 27, 2024
  #2. June 26, 2024
  
  Purchase Date:
  March 27, 2024
  
  Salesperson:
  **** *******: ************
  Owner: *****: ************
  
  Product/Service:
  Nu Air Probiotic System
  
  Model #:
  Model #: Nu-360 Probiotic Machine
  
  Account #:
  None Provided
  
  Order #:
  None Provided
  
  Purchase Price:
  $5,635.00
  
  Payment:
  Credit Cards

  Disputed Amount:
  5635.0000

  Business Response

  Date: 11/25/2024

  ****** ********* has been calling the wrong number. I will be happy to address this situation and do an inspection of the product as stated in the warranty. We can figure out our options from there. The unit never has been said to give people mental health issues or physical health issues and we have sold - lot of these. The first step is to schedule an inspection, and we can determine the best course of action. ************

  Customer Answer

  Date: 11/26/2024

  I am rejecting this response because:   I called the company and was given the owner, ******* personal number. So I called that and we had a very amicable conversation. I called that same number after the 3 months that he told me to wait, and got no response. After that, I only texted until I asked my lawyer to look into it. ***** ignored a certified demand letter that was sent to the company address. He ignored me when posting to the company ******** page, or when I tagged him when telling my ******** friends what I had written to him, that he ignored.
  
  The whole problem was identified back in April, and the only reason he has finally responded to you is because I have registered complaints with the credit card companies that I used to pay for his product.
  
  Regardless of how anyone else has ever responded to his machine, ***** and I did NOT feel better after using it, and we DID feel worse. We were promised that we would feel better, and that hasn't happened.
  
  And NOW, after all this time, he wants to inspect the machine at a time when I am in the process of planning a move out of the country. Well, I'm not going to say no to the inspection, but we already know that we felt SIGNIFICANTLY WORSE after using this machine, and cannot plug it in again. So I don't know where we can go after the inspection. We were told we would feel better, and we don't. That is the bottom line.

  Business Response

  Date: 12/02/2024

  As a consumer you were provided the paperwork and folder with our toll free number on it, I am glad we agreed on the inspection. Unplugging the machine, we have no record of when the machine was unplugged and issues you stated the machine is causing. This is why we need to do an inspection on the machine as a company to make sure its working properly. Once the inspection is completed we can take the next steps. Also, for the record ***** hasn't been with the company  since July.

  Customer Answer

  Date: 12/11/2024

  I called the toll-free number for the company and was given ******* private number, and told that he is the owner of the company. That is why I continued to try to communicate with him. My lawyer also sent a demand letter to the company, which was ignored. So why was that certified demand letter ignored by the company? I also indicated that I unplugged the machine 3 months after it was first plugged in. I've got all the texts to show, in chronological order, all the times I reached out without a response. Was ******* phone not a company phone? If not, why was I given his number if he isn't, or wasn't the owner? And again, why was the certified demand letter ignored?  My huge concern now is that I will be moving out of the country very soon. I will be leaving this address no later than Jan 3rd, earlier if I can. All this could have been taken care of when the demand letter was sent, months ago. So even if you suggested replacing the machine, I would have had another 3 months to test it, back then, but not now. I will be living in a tiny house on wheels, where outdoors will be where I spend most of my time. So sure, come and inspect it before I leave, but there is no time to test it again, because you ignored the certified demand letter from my attorney months ago. I'm sorry to keep repeating myself, but I'm under a lot of pressure to get out of here on time, and none of what you might suggest makes any sense now, due to the timing. But I will suggest that since you've said that you've sold a lot of these units, couldn't you consider that this one, this time, is worth a refund? If most people are happy with their purchases from you, then how much could it hurt your company to claim a loss on your taxes for ONE unit? A lot less than it hurts me to lose over $5k for something that didn't live up to the expectations you said it would, which I am truly sorry about. I had high hopes for it. ******

• Initial Complaint

  Date:08/02/2024

  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.

  Premium Home 360. **** ********, paid $9,367.32. ***** ********* installer. Arctic Blanket, Arctic Blu, NU AIR Probiotics, 1, 5-year Probiotics 1. Items were to cool down garage and house. I have called Premium 360 at ************ and left messages. June 21, June 29, July 15. We are getting ignored. No call back or follow-through. Our garage has been in the 90's. We don't consider that cooling down. We wanted to be able to store food out there. Our first choice is a reimbursement of 1/2. We don't trust them to come out again and still have the same problem, it not being fixed and no call backs. The item really isn't something you see, it is a blanket they install in the upper garage, but certainly it isn't helping at 90+. Any questions please call ***** ******** at ************. My email is *************************

  Business Response

  Date: 11/25/2024

  I apologize we missed this, please be on the look out for our phone call as there has been some management changes in the office. We value our customers and take pride in our work. The first step would be to come do an inspection so we can figure out what went wrong and how to rectify the situation. We have at this point contacted the customer and going to figure out a resolution. 

• Initial Complaint

  Date:04/24/2024

  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.

  Premium home health damaged duct work and hvac unit during installation of probiotic scam on the elderly causing over ***** in mold remediation to date .

  Business Response

  Date: 12/09/2024

  This is not our unit, it was installed by our competitors Healthy Home 365 who carries a Eco Probiotic unit, Also installed by their installers. Attached are the photos of the unit itself which you can clearly see that there is no mold in the hose or around the unit.  After receiving the service call we sent one of our own technicians to do a product inspection which is when we determined this was a product of Healthy Home and there wasn't any mold in the hose. Pics Attached

  Business Response

  Date: 12/19/2024

  This is not our unit, it was installed by our competitors Healthy Home 365 who carries a Eco Probiotic unit, Also installed by their installers. Attached are the photos of the unit itself which you can clearly see that there is no mold in the hose or around the unit.  After receiving the service call we sent one of our own technicians to do a product inspection which is when we determined this was a product of Healthy Home and there wasn't any mold in the hose. I tried to attach pics and can email them over if need be. For some reason the pics I am submitting isn't accepted.

• Initial Complaint

  Date:11/01/2023

  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.

  The installer damaged the duct work for my HVAC during the install by either laying on or kneeling on the flexible duct work there by crushing it and restricting the air flow to half the the home.

  Business Response

  Date: 02/01/2024

  We have been in contact with this homeowner to get this matter satisfactorily resolved. 

• Initial Complaint

  Date:10/09/2023

  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 11/29/2022 my ********** went to a presentation by Premium Home Efficiency, now known as Premium Home 360, at Logans Steakhouse in **********, **. I thought after the presentation that the *************** Systems Model #NU-360 would help eliminate dust & allergens at my house, as it was touted to do. I decided to purchase it for $4955 on my Discover card. It was installed on 12/01/2022 as a freestanding machine in my living room. I was told couldnt be routed thru my central ac but would still work. It hasnt stopped the dust & allergens like it was promoted to. I am sicker now & been to ENT & other doctors more now than before installation. I spoke with ********************* at ************ on 9/27/2023 & 10/2/2023. He said he would have to speak with the owner but he hadnt called him back. He refused to give me owners name but I looked it up & recited back to him owner is ******************************* is *********************. ********************* said I had three day cancellation & this is not a medical device & that owner would most probably not give any refund but they would pick machine up. During the presentation the employee said ******* family havent been sick since installing this & there was a lifetime warranty for repair, replacement, or refund. I want a refund for $4500, as I did try it for about 10 months. ***** wants to have machine picked up. This is not a satisfactory resolution as most probably they will clean machine and resell it, my thoughts, making money again. My next step after BBB will be state of LA ************************ ********************* or his successor as he is running for governor.

  Business Response

  Date: 11/06/2023

  We are happy to come out and check on the machine to ensure it is working as intended. If its not or the settings have been changed we will correct them and/or swap out the machine. In this case just a refund was requested and after 10 months of ownership a refund is not where we would start. We want all of our customers to see positive results for the purchase and use of our products and stand behind their functionality.  

  Customer Answer

  Date: 11/10/2023

  I am rejecting this response because:   Everything is still the same with the machine but it has not lived up to their pitch of making me feel better and healthier. They can come out but I still want a partial refund because I have had more doctor ************ and *********** visits than ever before. I bought this because they said and stated that they themselves had not been sick a day since using this machine. The company doesnt want to stand behind what they said. It is in place but has been unplugged since I made my complaint. Nothing had changed with what they set up the machine to do. It just hasnt helped my health any. Thanks. 

  Business Response

  Date: 11/26/2023

  This machine does exactly what is mentioned in the presentation. There are naturally different results depending on a number of variables. However this is not a medical device, we do not claim it will cure anything and is not the reason for more doctor visits. The machine will reduce dust and as a result help reduce allergens in the home. No results can be seen if the machine is not on and working. We will reach out to schedule a customer service visit. 

  Customer Answer

  Date: 11/28/2023

  They can come to my house but this device has not performed as it was presented to us that it would do. Im not asking for a full refund but for only $4000. 

  Customer Answer

  Date: 12/04/2023

  I am rejecting this response because:   They can come to my house but this device has not performed as it was presented to us that it would do. Im not asking for a full refund but for only $4000. 

• Initial Complaint

  Date:09/06/2023

  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 paid over $3,000.00 for an air purifying system, that supposedly would utilize probiotics to clean up the air ducts, and consequently the air system would start sending out clean breathable air. I suffer from allergies to basically all air born allergies, and I was assured this would be the best way to go. Its been over 5 months, and Im waking breathing worse than I did before the system was installed.

  Business Response

  Date: 09/22/2023

  We have been in contact with this customer regarding the concern. We visited their home to make sure the machine is working properly. It was and we ended up repositioning the machine so that they could see better results a couple week ago.  

• Initial Complaint

  Date:08/23/2023

  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.

  We went to a dinner that was given by the company representative ************. We decided since it was discussed that it would save us on energy cost per what we were told by ***. We piut in the Artic Blanket, Artic Blu, Artic Breeze, Nu Air Probiotics, and Nu Air Probiotics Supply, we also installed a solar fan which was to help with the heat in attic to keep it cooler. With installation, the cost was #**,462.00. Since we had t installed on 2/11/23 and they had to come back later to install another 600 sq. ft. because they did not have enough product with them, we have seen no drop in the usage of either gas or electricity usage.The products came with a lifetime guarantee. I started contacting the company on 7/19/23 to complain. I spoke with ********************* and was told a team would come out and inspect installation on ***** of July. No show. I called back on the 25th, spoke to ****** at 12:40, someone will call me back. 7/27, I left a vm and ****** called back and will get it scheduled. 7/31 @ 1255 LVM, was called back and told that ***** was in *****, ** and he would be here next week.On 8/12 ***** stopped by and all was done right in attic and he would tell **** to cut us a check.He would talk to boss on Monday 8/14. On 8/22 called and was told that ***** was no longer with company. No report to boss, no pictures no nothing given to boss.This time I spoke with ***** (I think on 8/22 and was told they needed pictures/copies of our bill. so I took some pictures. Later told they needed more shots of the bills. 8/23, I emailed if had enough. Called when no response, and was told they want copies of all of 2022's bills and this year. They wanted to know the rates we are being charged. There is a graph showing actua; usage for this and last year on the front page of every bill, but they want the rates. Wy? Actual Usage there on front.

  Business Response

  Date: 09/09/2023

  We are in contact with this customer and our team is currently working to analyze the data from the bills and the info learned during the visit to the home verifying the installation was all done properly. 

  Customer Answer

  Date: 09/09/2023

  I am rejecting this response because:   The amount that was charged shouldn't matter. I have looked over the bills also, and the usage of electric in summer and gas in the winter, did not change. We were told that it would be cooler and warmer, (summer and winter respectively), and the usage has not changed. We are still using the same as last year when we did not have the blanket in the attic. I think the older generation of people are being preyed upon by this company. We have checked our ducts and all are clear with them. 

  So with the usage still at the same amout (which should have been lower), it appears that their stuff is not working.

  I would like to have them come pull it all out and refund the loan company and us, the money we are out from this fraudulent "fix".

  Customer Answer

  Date: 12/09/2023

  I hope these come over to you. These are the comparisons of the units of gas and electricity used during this time. As you can see the amount per unit went up, but the units themselves, did not change. 2022 was when we had the deep freeze in the south. There should not have been the same unit usage.

  I hope I am explaining this good enough. We have checked everything else.

• Initial Complaint

  Date:07/10/2023

  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.

  On June 27, 2023 I bought ********** Insulation from Prime Home 360 for my home. After a couple of day they came over quickly to install it. The installer told me it is going to take about 2 hours. After 3 hours I tried to see what is happening. One of the guys was laying down on the carpet in my bedroom enjoying his phone! Is this part of his job??? They finished after about 4 hours or so leaving a mess in my closet.. I was told that this insulation is going to work right away, and I am going to save 30-40% on my electric bill, and I am going to feel the house is cooler. After a few days as my home didn't get cooler, I tried to call the company, just left message, nobody called me back. I sent several emails, I was told that because this was just before 4th of July, they will get back to me after the holidays (which holiday??) During the whole week I didn't receive any communications from Prime Home 360, and I have no change in the temperature in my house. I feel that this was just taking advantage of us/me, I lost trust in the company. There is no way I would let them come in to my home again. I demand cancelling the charges they submitted to ********.

  Business Response

  Date: 07/11/2023

  We have attempted to reach Mrs. ******** on July 5th and 6th as promised leaving voicemail and have yet to get a response from the customer. Her phone has not been ringing and going directly to voicemail since. Please contact our office directly at ************ since we have been unable to reach our through our efforts. 

  Customer Answer

  Date: 07/11/2023

  II need to tell you, that I never got a call from the company until today, there was no voice message, no record of calling me.  I answered the call today and even though originally I didn't want them to come back, there is nothing to fix. They didn't do the job well the first time, what can they do the second time?? By the end of the conversation I agreed to give them another chance.

  We'll see when they will be calling me.
  

  Customer Answer

  Date: 07/12/2023

  I have reviewed the business response and accept this resolution. 

  II need to tell you, that I never got a call from the company until today, there was no voice message, no record of calling me.  I answered the call today and even though originally I didn't want them to come back, there is nothing to fix. They didn't do the job well the first time, what can they do the second time?? By the end of the conversation I agreed to give them another chance.

  We'll see when they will be calling me.

  Customer Answer

  Date: 07/13/2023

  Even though the  company is saying they tried to call me, it is not true. I have no problem with my phone, but again, they are not telling you the truth. Just a couple of days ago they called me (now the phone was working), I answered, and they told me I have to wait for a week or two for somebody to come out to see what the problem is. I have no time to wait, this must be fixed OR GIVE ME FULL CREDIT FOR THE CHARGES!

  This whole 'business" is a scam!
  

  Business Response

  Date: 07/18/2023

  We have records of the outbound calls the them. This customer is aware we will be there at the end of this week to address her concerns. Yes we did not have a crew available in her area at the time but it will be taken care of. 

  Business Response

  Date: 07/20/2023

  We have records of the outbound calls the them. This customer is aware we will be there at the end of this week to address her concerns. Yes we did not have a crew available in her area at the time but it will be taken care of.

  Customer Answer

  Date: 08/01/2023

  As the representative of Prime Home360 requested, I sent them a copy of my electricity bill for July. As it shows I didn't save any on my bill, but it was even more expensive. USAGE DIDN'T GO DOWN. AGAIN I REQUESTED TO CANCEL ALL CHARGES SUBMITTED TO THE *****

  SO FAR I DIDN'T RECEIVE ANY RESPONSE.
  

  Business Response

  Date: 08/17/2023

  As can be seen by the electric bill provided by the customer in her complaint in which the billing cycle started 5 days prior to the installation being completed there is a reduction. The bill shows the usage from the prior month and the same month from last year. Given the fact that this is not a complete billing cycle but we do see a reduction already and knowing that the temperature has been significantly hotter this year in July vs July of last year clearly indicates the installation is working.The usage would not be lower, it would be significantly higher. We also sent a crew out to evaluate the install and verified it was done as it should be.   

  Customer Answer

  Date: 08/18/2023

  I am rejecting this response because:   

  I am rejecting this response, because the usage during the month was higher. When I had this work done, I was told that the usage will be lower by 30-40% starting the first day. Now I am in the second month, and it is not lower. They even told me to wait for the cooler months to balance out!! I know, during the cooler months the house is cooler, no need for that isolation they put in. Just to come over and see if it was installed it is not going to make a difference, it is not cooling my house!!
  

  Also, I can not find work permit in ********** or ***** for that matter.

  ALL THIS IS A SCAM!!
  

  
  

   

  Business Response

  Date: 09/20/2023

  Since the previous communication we were able to get an electric bill for a full month after the install took place and there was a 20% reduction of usage compared to the same month the previous year. That said the result are showing as anticipated. 

  Customer Answer

  Date: 09/20/2023

  This company has no legal right to do business in **********, and nowhere else for that matter. They are not registered in ********** , and the owner, **** acknowledged that. This company is all scam, and you, at BBB should look in to this!  I never signed the agreement to pay this company, and I never will. I already filed a claim at the *************  court.
  

  Customer Answer

  Date: 09/26/2023

  I am rejecting this response because:   

  This company has no legal right to do business in **********, and nowhere else for that matter. They are not registered in ********** , and the owner, **** acknowledged that. This company is all scam, and you, at BBB should look in to this!  I never signed the agreement to pay this company, and I never will. I already filed a claim at the *************  court.

• Initial Complaint

  Date:06/26/2023

  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.

  On 3/24/23 we purchased Arctic Blanket , ****** *********** Breeze and the ** Air Probiotics. So first the installer didnt tell us the damaged my washer during installation. My water heater is not full covered as it should be. They sublet someone to install plug in crawl space to install probiotic purifier. After estimate I waited 2 weeks and called company to see when they were coming out and the said they were waiting on approval. So I called and reached out to company and plug was installed 4/18. **************** stating someone would be by to I stall the next weekend and no one showed up. Called again told someone would come out no one showed. They told me 3 or 4 different times someone would be here and no one showed up. I call and ask for the boss they transferred me to ***** he apologized and said someone would be out Friday. Friday installer called and said they got stuck on another job. I waited think ***** would call to try and reschedule but he didnt so I called and asked to speak with owner was told they were out of town I asked for them to call. Week later I call again because no one reached out then I was told they were in a meeting I asked to be called after the meeting,nothing. The next day someone called to schedule install on Fathers Day weekend I said I had plans and asked if I could get a closer timeline because they always say the weekend but nothing specific and never show. Its now June 26 it hasnt been installed , owners havent contacted me .

  Business Response

  Date: 06/27/2023

  We will be looking into this matter and make sure that we get the situation handled quickly. 

  Customer Answer

  Date: 07/03/2023

  I am rejecting this response because:   They have not contacted me in regards to my complaint. No one has called trying to get this issue taken care of.

  Customer Answer

  Date: 07/13/2023

  July 13 they sent ppl to install so job is now completed. Want me to sign a NDA though which I thought was crazy cause I shouldve have had to go through all of this to get the job done. Thanks for making them do the job I paid $1000 for

• Initial Complaint

  Date:06/01/2023

  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.

  The ****365 unit was installed on May 11, 2022 with the promise of improved air quality in our home. My wife has asthma and I have allergies. I started calling the company in the fall and FINALLY got the service manager, *****, to call back in November with promise to have it serviced in January. On Jan. 9th a tech came and reported that the fluid container was dry --- supposed to last a full year so it was probably NEVER filled when installed. He filled it and said all should be well. Now almost five months later the air quality and dust in the house is just as bad as before the installation. I WANT THIS UNIT TO WORK AS PROMISED. If that cannot be accomplished, please refund. AND PLEASE RETURN MY CALLS. The new manager is *******************.

  Business Response

  Date: 06/01/2023

  We have been in contact with this customer as recently as last week, two days ago and today in regards to their concerns and scheduling a visit to their home. Unsure of the reason for filing the complaint prior to giving us the opportunity to get out to their home and take care of it when we have had open communication. This customer can rest assured that we take customer service as a priority. 

  Business Response

  Date: 06/02/2023

  We have been in contact with this customer as recently as last week, two days ago and today in regards to their concerns and scheduling a visit to their home. Unsure of the reason for filing the complaint prior to giving us the opportunity to get out to their home and take care of it when we have had open communication. This customer can rest assured that we take customer service as a priority.