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:09/01/2024

  Type:Service or Repair 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 April 4th, 2024, we had the complete system installed in our house. This included the full attic floor mats, Solar powered attic fan, and the Eco Probotic System. We are happy with what was installed and the cost. Our problem with the company is that we have discovered the ductwork to the Master bedroom and bath must have been knocked off during the install in the attic. Since August 5th I have been trying to get them to come here and correct the problem. I have called the salesman and Edge America *************** which has the same address as Healthy Home 365. The first response I received was on August 14th. A spokes person told me they would find a local **** company to inspect the attic and see if it was the fault of the installation or not and that they would pay for it. Nothing has happened since. Then I called Healthy Home on August 23rd again no response. Finally on August 30th I called and the representative had an installer call me and he said he would be at my house on Sunday Sept. 1st. at 8AM. I waited till 8:15 and called the installer who sounded like I woke him up. He then said I have to do installs in ******* and then will come and do my house repair. This was the preverbally the straw that broke the camel's back and why I am putting in this complaint. I feel that if they are a viable company and want to continue doing business, they should have a better response time in order to keep satisfied customers and not have complaints against them.

  Customer Answer

  Date: 11/19/2024

  This issue has been fully corrected by the company to our grateful satisfaction.

• Initial Complaint

  Date:01/05/2024

  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.

  November 21, 2022 entered into contract with Healthy Home 365/Edge America Tech, LLC for their ************* System. I have had a few issues with them.1. EnerBank USA still shows the entire contract amount on my Credit Karma page of $4,955 while I have already paid $1,620 which should make the balance of $3,375. I called ******** to ask about this problem and was told to protest it to the credit bureaus and they would look into it 2. The Edge America Tech, LLC were suppose to come back in November to refill the tank with the Probiotic solution. This did not happened.3. Made phone calls and sent text/email messages without a response.4. I can't tell if the system is working. I managed to refill the tank with two of the refill bottles but I would like some assurance that it is working. I was not shown by the original tech how to do this. which has me very concerned.5. My husband does not think it is working as promised and we would like the company to come and remove the unit with the remaining refill bottles and give us a refund of the money paid,

  Business Response

  Date: 01/29/2024

  We have reached out several times and left messages to discuss Mrs. ***** concerns with no response. To address her concerns

  1. As she stated, ******** responded the issue is to be taken up first with the credit bureau and then addressed by ******** themself. That is not an Edge America issue.
  2-4. We do not show any record of the service requested. Please email ********************************** and we will get her on schedule for a refill and full system check to ensure the machine is working properly.
  5.  We do offer a 30 day return policy. At this point, unfortunately, we are a long way past that.
  
  Again, we encourage ************* to reach out to us so we can work together to ensure satisfaction is achieved.

• Initial Complaint

  Date:08/03/2023

  Type:Service or Repair 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 2/11/2023 ** installed a KoolBlanket, two solar fans in the attic total cost of $19,763.80. There is damage to the ceiling sheetrock in the spare bedroom. We do not use the bedroom very often so the damage was not noticed until recently, I contacted the **. and spoke with ( ************************* at ************,) not sure of the name as he never identified himself, this name came up on my phone, He told me they will not repair it as it has been too long, and we don't know that they did the damage, then he said he would speak with the board about it. Then 07/19/2023 he called me and said they would repair the damage, then on 07/23/2023 he said he was having trouble contacting a sheetrock repairman and asked if I had the name of the ** that repaired the damage they caused when they came through the kitchen ceiling, I gave him the ** name and phone # and as of today 07/31/2023. I have heard nothing from anyone.

  Business Response

  Date: 09/25/2023

  Hello,

   

  We were informed that the customer reached out to you to remove or inform you this was dealt with weeks ago. Also, we assumed it had because it was no longer showing up on the sight. 

   

  Please advise,

  ***********************

  Customer Answer

  Date: 09/26/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/13/2023

  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.

  Last August 2022, I attended a dinner meeting regarding Healthy Home 365 and Edge America and their solar fans and reflective insulation. The presentation was insightful and exciting because of the current hot and cold variations in my home. I had a sales person visit and measure and after 4 declines, he persuaded me to just try the product as he was certain that it would make a difference in stabilizing the temperatures. I shared several times that the issue was my front arched room where there was no insulation due to a high A-framed ceiling. He assured me that it would make a difference and to give it through the winter and summer season to see the difference. Well, after going through the ******** winter and now summer, the heater and A/C have turned on more than ever trying to keep up with the changing temperatures and heat and cold. He then shared that if it didn't work from what I was saying that the heat reflective paint would get included and make a difference for that front room. After trying to call him for 7-8 months to share the updates and conditions, I would find out that he no longer works for the organization. I am supposed to be paying the $6,600 balance early this August 2023. Additionally, I am seeing several different balance numbers on the different original invoices that this salesman didn't even have me sign the contract, possibly because of the back and forth discussions and not settling on anything. I am very frustrated with the product that was promised to make a difference and now looking at having to pay an outrageous amount for something that could have easily been installed for much less. I sense a need to discuss with a manager and have some resolve or heavy discount or something needs to give. Please help, thanks!

  Business Response

  Date: 09/25/2023

  Hello,
  
  We spoke to this customer on the phone, and we have emailed with him. He has a large room with vaulted ceilings that has no attic so could not be insulated. We spoke to him on 12/15/2022 and explained to him that if his thermostat is running nonstop like he claims, he needs to have his system looked at. We also asked him to send us one years worth of bills before he had the MLI and through current date. We reviewed said bills, and nothing out of the ordinary or to cause concern. We had a sales rep ******* him in April, per their request, to discuss the insulated paint option for the vaulted room that wasnt insulated, which is also the room his thermostat is in. Back in May, we had a tech do a product inspection and measure the vaulted ceilings for a paint option. They told him 410 sqft of paint would be needed and informed him that his MLI install was installed correctly, and no adjustments were needed.  The tech found no issues. 
  
  
  
  His problem seems to be the area not insulated. I believe there was some confusion on how the insulation worked, but new he may still have to get the insulated paint, just wasnt ready to do it then. Hence why he called in back in April asking for a consultant to call him to discuss paint prices. He decided at the time of the purchase to just try the MLI for now and paint would/could be an option later if he wasnt seeing the difference he wanted.
  
  At this point, we are more than happy to work with you on the *****************************************  We already did an inspection and discussed the potential other factors the homeowner could address. 
  
  Please let me know if you need anything else on this or have any questions. 
  Thanks,

  Edge America Tech

  Customer Answer

  Date: 09/26/2023

  I am rejecting this response because:   Although there are a few statements in the business response about an un-insulated vaulted ceiling in the main room, the thermostat is not located in that room to sway the temperatures that much.  After sharing several times that this product probably wouldn't work because of that room, I was secured by the sales person that he was sure it would work.  He then mentioned after not having me sign the contract that the utilities could be checked after a summer and winter season to see the results and we could revisit and evaluate at that time.  Thus, the several phone calls over the next 9 months hoping to share that it was not evening out any temps in the home and the furnace and A/C were working as much and more than before.  I have attached some paperwork and the utilities showing that my bills for electric and gas actually went up over that last year after installment.  I never did ask for pricing of this special paint because I focused and concerned about the actual insulation product doing what it claimed it would do.  I denied the temperature paint at first because the salesman wanted to see what the insulation would do.  Also, because I shared that paint might not be a good purchase for that room with no ceiling insulation.  I also had someone randomly stop by my house since "they were in the area" and found out it was someone from Healthy 365 to do a paint measurement.  I certainly wasn't going to pay another $1,600 for paint when the insulation wasn't working at all.  Have to run to a meeting but please let me know if I can respond further. Thanks, *****

  Customer Answer

  Date: 09/28/2023

  Hello.  My response would only allow me 5 attachments but this is the email that I found to both Healthy 365 and others.  This is for claim 20268418.  Here is that email with the utility comparison and how my prices rose after installation.  Thanks, *****

  Business Response

  Date: 10/03/2023

  Hello,

  I have attached a thorough breakdown of your bills. They good news as you can see, is that you did in fact save on KW compared to the year before. This is huge considering we just experienced record-breaking temperatures across the country. Again, it may be worth looking into moving your thermostat or looking into the thermal paint for the vaulted area of your home. We are more than willing to work with you on that as mentioned before. Please let me know if you have any further questions.

  Thanks,

  Edge America Tech

  Customer Answer

  Date: 10/26/2023

  I am rejecting this response because:   The **** company sent back a comparison of the ** used on a daily basis but if you look at the 6-7 months compared, the 2022 year still shows on a daily basis that it was less overall when adding them together and taking the average.  Two of the months were slightly lower on the 2023 months but 2-3 of the months were more lower on the 2022 daily averages they were suggesting to consider.  At the least, I am expecting a discount/refund of some sort and if they think this temperature paint is good then consider that as well to paint the ceiling and walls in the front room that I mentioned wouldn't work.  Thanks, *****

• Initial Complaint

  Date:02/16/2023

  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.

  View Attachment

  Business Response

  Date: 03/03/2023

  ****************** purchased an ************* System with a 5 year supply of probiotic solutions ("***") on 8/5/22, for a total of $4,955 that she financed by way of a loan from ********. After ****************** complained the *** was causing health issues for her and her family (which we do not believe), Edge America Tech ("EAT") agreed to refund the $4,955 ****************** paid for the *** minus an agreed up $750 restocking fee upon receipt of the used *** and signed settlement agreement; and sent her an agreement memorializing the settlement on 10/11/22. A week later, on 10/18/22, EAT customer service re-confirmed ******************' understanding of the above and that EAT would be mailing her a check in the amount of $4,205 upon receipt of the used *** and signed settlement agreement. ****************** would then apply the $4,205 to the outstanding balance of her loan with ********. After returning the ***, ****************** told EAT she wanted a full refund would not be signing settlement agreement. This is not what we agreed to.
  
  Additionally, while we strongly question the veracity of ******************' contention that the probiotic solution used in the *** caused respiratory issues with her and/or members of her family, we respectfully request ****************** provide us with copies of any medical records that suggest the probiotic solution used in the *** caused any health issues with her or anyone else (that we will, of course, keep confidential). If such records indeed exist, we will request a conference with the relevant physicians to discuss the bases for their conclusions and continue to investigate accordingly.
  
  In the meantime, we remain open to honoring the above-discussed settlement agreement should ****************** decide to sign and return it to us as originally agreed.
  

• Initial Complaint

  Date:01/26/2023

  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.

  My husband and I received an invitation to a presentation advertising that the product they sold was to lower our electric bill. In the presentation they went over many different products one of them being the ****365 with is supposed to be probiotics released through the air because it is hooked up to the ac unit. They claim it helps people with severe allergies and also to clean the A/C ducts to remove the dust and allergens. Also the Kool Spin that are solar powered fans for the attic to **** out the hot hair and help keep the house cooler. After 6 months I called the rep ********************************* who sold us the products because he told us that we could contact him if we ever had any questions , problems, concerns . I explained that the ****365 was not working for us because it was making my husbands and sons allergies even worse . They woke up at night with nose bleeds and just really bad reaction. He said that it wasn't possible and that it took time for the system to work to give it a few more months. Also during the hottest days of the summer here in the south my husband went up to the attic and the Kool Spin fans were barely even moving, I mean our old ones were doing a better job than these super expensive ones which I feel is a total scam and they know it because they sold them to us for **** each and a few weeks later we saw the same ones at ********** for 300$ each. I complaint is that is company and their reps are purposely scamming innocent people out of their money claiming they are selling products for the better of their health and energy costs. I would not even care if they just came back and took back all their products they installed as a matter of fact because they are still like new. And just stop the monthly payments I don't even care about the money I already lost to them. Also the finance bank they use EnerBank USA is a total joke, they never answer if you call about a question. I was on hold for about an hour and never did they answer.

  Business Response

  Date: 02/13/2023

  Hello,
  
  We called to speak to you in regards to your ************* System on 1/26/2023 after we received a message that you had questions. No one answered. We attempted again on 2/02/2023 and were told by a Mr that he didn't know why we were calling. He said he would talk to his wife and have her call if need be. As far as the pricing for the materials purchased, we offer life time warranties on our products and include the installation of the said products into the price you agreed to purchase at. Please feel free to contact us back at any of the customer service numbers left in your paperwork if you do in fact have any further questions.
  
  
  Sincerely,
  
  Edge America Tech

• Initial Complaint

  Date:11/22/2022

  Type:Delivery 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.

  11/21/2022 I was promise buy one of the employees first name Austin at a launching that if i would let his employee come out and do a inspection of my Home to see if there product would work in my home that i would receive a Hot Water wrap-a-round insulation and a new A/C and Heater Thermostat . All he did was right up a quote for one of there product he did'nt inspect my Home to see if i needed anything else! And when i asked him about the Thermostat and HWH insulation he said O'no only if you buy something! Thats not what i was tolded!
  

  Business Response

  Date: 01/26/2023

  Business Response /* (1000, 5, 2022/12/06) */
  Hello,
  
  We do conduct raffles for some of our dinners, however, any raffle winner is compensated if any sort of sale is made. We have gone back to all presenters to reiterate this to prevent any confusion in the future. We do apologies for the confusion and hope you are satisfied with the resolution we have reached with you.
  
  Thanks,
  Edge America Tech Customer Service

• Initial Complaint

  Date:11/18/2022

  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 have not received the Nest thermostat that I was supposed to nor have they sent the cleaning products I was supposed to get. So now I don't trust that I will get the probiotics replaced every year like they said. I hate that I believed everything they said because my bills have not went down any nor has the dust decreased in my house. It also does not stay cooler or warmer as promised.
  

  Business Response

  Date: 01/26/2023

  Business Response /* (1000, 7, 2022/12/14) */
  Hello,
  
  We have attempted to contact you a few times in regards to your complaint. We shipped out 6 years of probiotics and your NEST on 1/13/2022. The tracking number shows it was delivered to your front door on Thursday, 1/20/2022 at 1:17 PM.
  
  Please feel free to reference the tracking # for yourself. It is XXXXXXXXXXXX
  
  As far as any other further questions or concerns you have, please feel free to call us at our customer service number that was left with you on all handouts in your folder.
  
  If you can not place the box that was sent out on 1/13/2022, again, please feel free to reach out to us.
  
  Best Regards,
  
  Edge America Tech

• Initial Complaint

  Date:10/25/2022

  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 10/17/22 we attended a dinner at Red Lobster hosted by HealthyHome356. On 10/18 we had 2:30 scheduled appointment, salesman *******, arrived at about 3:30. During his visit, purchased a solar fan $995.00 and ECO Probiotic air purifier $2999.00, which came with (one), a 6-month bottle of probiotic solution in the box and (1) bottle of probiotic installer hand-carried when he set the machine. ******* said since we bought the ECO machine, he would give discount on solar fan at $995.00, instead of regular price of $1899.00, but could not warrantee solar fan since we did not want to install the fan on top of the roof, and instead, we wanted to have it installed on the gable end of the house, we would do the install our self. Before ******* left, he gave us his phone number, if we had any problems to contact him. On 10/24 I contacted ******* by phone and text. I stated husband complained each day when coming home from work at (2:30) mist from probiotic machine (was set to start misting daily at 2:00) irritating his throat and could taste mist in the air. He complained each day since installing ECO. Told ******* needed to return ECO, keeping the solar fan. ******* stated ECO machine not irritating throat and mist has no taste or smell, said his boss would contact me. "*****" called, missed call, so he messaged me. I called back, messages full, so left my phone number and text message stating concerns. "*****" called me back. I told "*****" again ECO machine was irritating my husband's throat, taste mist in the air. ***** said would be $500 restocking fee. I asked him, where in the contract did it state fee. ******* messaged me stated he would send a return box, but there would be a $500 restocking fee. ******* said I would be getting a refund of $2995.00. Now saying we received 4 bottles of probiotic instead of 2 bottles, video of installer with box and 1 bottle of solution in hand.
  ******* threatened to take back the solar fan since I was filing complaint with BBB.

  Business Response

  Date: 01/17/2023

  Business Response /* (1000, 5, 2022/11/08) */
  Hello,
  
  This customer has been resolved. We have come to an agreement and there is no follow up needed at this time.
  
  
  Consumer Response /* (3000, 7, 2022/11/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I rescinded the charges with the finance company. Thereafter, I returned the solar fan and the probiotic air machine to the company, postage paid by HH365. I was promised a $100 gift card for ****'s unprofessional behavior, and to remove my BBB complaint, but have not received the gift card yet. Apparently the company makes promises and does not stand behind their words, which leads me to believe they would not of stood behind their products either. I consider myself lucky dodging their unethical business practices before I got stuck with years of finance charges.
  
  
  Business Response /* (4000, 9, 2022/11/10) */
  Hello,
  
  We have tried contacting the customer on the 4th and the 8th to update them on the tracking number for their gift card. I tried to reached out to the number provided, as well as the number we have on file. It will be there by end of day tomorrow. Once again we apologize for the way this was handled and are glad we were able to provide you with a timely resolution that you requested in full.
  
  
  Consumer Response /* (2000, 12, 2022/11/11) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  All has been resolved!

• Initial Complaint

  Date:08/26/2022

  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.

  My EPS 365 Probiotic was serviced 10 Apr 22. The machine holds one liter. In early Aug 22 we noticed water dripping into the bathroom directly below the A/C unit. The chiller was draining properly and the drip pan was dry. Concerned, I got my A/C man to try and determine the source of the water. Opening the plenum fiber duct box, he found pooled water in a low spot that had leaked out eventually into the bathroom directly below. The source of the water was the EPS 365 Probiotic machine causing black mole throughout the A/C system. Examining the probiotic canaster, there was only 200 ml left in the canaster. 800 milters had been dumped into the plenum in 3-4 months. The one liter was to last one year or about 80 milters per month. The machine malfunctioned by dumping so much fluid over a short period of time. The result of this machine malfunction is black mole throughout the entire A/C system threating the health of all home occupants and a bill of $4,065.25 to remove and replace the plenum boxes, register boxes and grills. All this evidence with pictures were provided to Healthy Home 365 and they would not even come out to look insisting that it was impossible for their system to have caused the mole and would take no responsibility at all saying you can sue if you want. Whoever reads this - be very careful putting water into a cool dark enclosed space that you never see and a company with eyes that won't see, The people I dealt with Healthy Home 365 representatives Steve and Shane at X-XXX-XXX-XXXX. Web site www.healthyhome365.com. *** Glenville Dr., Suite 100 Richardson, TX XXXXX (XXX) XXX XXXX. This company should take financial responsibility for the damage their probiotic system malfunction caused, ****** ******

  Business Response

  Date: 10/17/2022

  Business Response /* (1000, 10, 2022/09/23) */
  Hello Mr. ******,
  
  Judging by the photographs you provided, it appears the mold in your ducts has been growing for years, and has nothing to do with our probiotics.
  
  Moreover, the machine sprays a fine mist, not a stream. Thus, even if 800 ml of probiotic solution (that inhibits mold growth) was released over a period of 4 months/120 days, the less than 7 ml (1.4 teaspoons) per day would not pool in an attic in San Antonio, Texas in the summer time.
  
  Could you please provide us a copy of the report showing the different types of mold present in your HVAC unit and the contact information of the HVAC technician who inspected your system.
  
  Thank you,
  
  Edge America Tech