ComplaintsforPremium Home 360

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  02/01/2024

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

• Initial Complaint

  10/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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 response

  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

  09/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  08/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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 response

  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

  07/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 response

  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 response

  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 response

  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

  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

  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 response

  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

  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 response

  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

  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 response

  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 response

  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

  06/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  06/27/2023

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

  Customer response

  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 response

  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

  06/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  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. 

• Initial Complaint

  12/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We purchased the ecoprobiotic system about 18 months ago, that was for our allergies, better air quality inside our the home and to reduce dust etc. NO positive results have occurred from the this system. Also having much difficulty getting the promised service they sold us. NOT at all pleased with this system and believe it to be worthless at this point.

  

  Business response

  02/22/2023

  Business Response /* (1000, 11, 2023/01/25) */ We attempted to get out to this customers but when we had people in the area they were not able to reach them. On 12/21/22 we had a team in the area and stopped by. They checked out the customers unit, verified it is installed properly and everything is working as it should. Please note that the majority of this complaint regards the functionality and expected results of the product. The manufacturer ******* **** *** holds the responsibility of the products they manufacture and distribute.

• Initial Complaint

  09/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In December of 2021 Premium Home Efficiency installed an Eco Probiotic Health System called Healthy Home 365 manufactured by Healthy Home 365 of 709 N Glenville Dr , Richardson TX. The unit was installed by Home Efficiency of Dallas TX. They stated they also have an office in Ocala Fl. The unit was to eliminate dust in your a/c ducts and eliminate allergens in your home. A special fluid was to be injected into your a/c unit..The fluid was to last a year and they were to come to your house and check operation and install new fluid when needed. The unit has not stopped dust and my wife allergies are just as bad or worse. The unit has stopped injecting fluid in my a/c unit. I have tried to phone Home Efficiency at their phone at XXX XXX XXXX, no one answers. I have also called the manufacturer of the system, Healthy Home 365 of Richardson TX at XXX XXX XXXX. Spoke to customer service and she said to file a complaint to BBB. Great answer to give to someone that has spent $5500.00 dollars to make their home dust free and free of allergens. Their warranty was a lifetime for repair , repacement or refund. I can not get a person to help.

  

  Business response

  11/02/2022

  Business Response /* (1000, 5, 2022/09/20) */ Unfortunately due to the manufacturer's unprofessional approach to direct this customer to file complaint rather than connect them with us to get him taken care of, customer service was delayed. However we happily took care of this customer's concern once we became aware he was having an issue on 9/19. He is happy with the outcome and the professional crew that visited his home. Consumer Response /* (2000, 7, 2022/09/20) */ Per telephone conversation the consumer said the problem is resolved and the the business took care of the issues professionally. We can close the complaint.

• Initial Complaint

  09/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased 2 solar fans and a EPS - 365 from them back in January, 2022. At the time of purchase the sales rep Trent W**** told us not to clean any of our ceiling fans or vents because within 6 to 8 weeks all the dust would be gone and we would never have to clean our air ducts again. To this day all the dust is still on the vents and I have cleaned off all the blades on my ceiling fans except 1 blade to show all the dust is still accumulated. And we have not felt any changes with our alergies or our dogs alergies that they promised The first and the second sets of solar fans are so loud that it wakes me up in the mornings when they turn on. When the person came to put the second fans in, he also looked at the EPS and he adjusted something and we were told if that did not work to let them know and they would replace it. I can't tell you how many times we have tried to call our salesman and he has never called us back, we have called corporate over and over again and no one calls us back. We have send several emails and no one responds back to us. Terrible business to deal with, they do not stand by the warranty of their products.

  

  Business response

  11/10/2022

  Business Response /* (1000, 7, 2022/09/20) */ The sales rep in this case has years of experience with these products and would not have told the customer what is mentioned above in the compliant. As described by the customer we have taken the time to address their concerns and have visited the home on multiple occasions with warranty claims. In addition to the extreme rarity of a noisy fan concern, the claim that both fans were noisy was perplexing. In order to satisfy the claims the fans were replaced although the crew videoed both the first and second sets of fans operating without any noise. All products installed have been thoroughly inspected for quality and proper installation. Due to the lack of validity to the customers claims after numerous inspections and replacements no further visit is warranted.

*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. ↩