Complaints

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  Nature's Solution

  711 Signal Mountain Rd PMB 177 Chattanooga, TN 37405

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  Nature's Solution

  2288 Gunbarrel Rd Ste 154 # 198 Chattanooga, TN 37421-3492

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:10/26/2022

  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 September 15, 2022, a salesman came to our home to sell us a HYLA. Met this person/compnay at a festival, had you put your name in a bowl and someone would win a mini air purifier - come to find out they give the free purifier to everyone who threw their name in a bowl, makes an appointment and comes in to show you the Big ticket item and how it works; the company name Nature's Solutions USA. He said the machine sells for $6000 but because my mother and I are senior citizens they would sell for $2995.00. He said this air purifier would cleanse the air and when he showed us how the machine works, the water turned gray thus we were convinced (conned more like it). to buy it however, once he left, we used the machine and it never performed like it had for him. I used this machine for two weeks, wasn't happy with it's performance so called and left a message - no one returned my call, called again this time left an angry message and I received a call back (these calls were place the end to beginning of Oct). Sales person said it's typically operator error and he would come back to show me. I said I want to return this, if I can't operate this very expensive item and it's that difficult to operate I want to return it. He kept saying can't return it. I did find out the the price varies depending on how much you haggle.
  I financed for 1 year to avoid interest and this has turned into a fiasco too - payment should be $330 plus, spoke with finance company over the phone and they corrected the payment to reflect the $330 payment. When I received first payment it was a lesser amount which would charge be 27% interested. I never received an invoice from the sales person - just the confirmation from finance company. I want this machine returned with full credit. Any help you can give me is greatly appreciated.

  Business Response

  Date: 11/02/2022

  9/10/22 – ***** ******** came to the “Fall
  Festival at Collegedale Commons” in Collegedale Tennessee on September 10, 2022
  and signed up with Nature’s Solutions for a free miniature air purifier. We
  advertise in-person with prospects via trade shows, home shows, festivals,
  fairs, expos, community events, and demonstrations.  Every time we do an event, we encourage
  attendants to sign-up for a free miniature air purifier. The miniature air
  purifier that event attendants are eligible to receive, free of charge, retails
  for $149. Nature’s Solutions represents the full-line of Hyla products
  including 4 different sizes of air purifier. The smallest of the 4 sizes is
  what we give as gifts to event attendants who stop by our booth/table, interact
  with us, and would like to learn more about our other products via a no-cost,
  no-obligation, no-pressure, in-home demonstration. We make it very clear to event
  attendants that everyone who signs up for the free miniature air purifier will
  receive one if they want one. When Ms. ******** signed up for a free miniature
  air purifier, as with everyone who signs up at community events, we clearly
  explain that she would be receiving a call to setup an appointment to receive
  her free miniature air purifier; we do not use the word “win.” Giving away a
  $149 miniature air purifier for free gives Nature’s Solutions the opportunity
  to advertise with our prospects face-to-face via in-home demonstration because our
  advertising methodology is strictly word-of-mouth. Nature’s Solutions attends
  anywhere from 1 (one) to 6 (six) community events per weekend, our language and
  verbiage at events is consistent across all events. Furthermore, Ms. ********
  signed up with the owners of the Nature’s Solutions at the Fall Festival at Collegedale
  Commons; obviously the owners have the most experience using the proper language.
  Ms. ********’ claim that she would “win” a free miniature air purifier is
  false.
  
  9/14/22 – Nature’s
  Solutions scheduling department reached out to ***** ******** to schedule
  delivery of the free miniature air purifier that she had signed up for, and
  additionally, Nature’s Solutions offered to perform a free $500 value air
  treatment and demonstration of the new Hyla EST Air and Room Cleaning System in
  her home at the same time and date that the delivery of her free miniature air
  purifier was scheduled for. ***** ******** had no obligation to accept the
  offer of the free air treatment and/or demonstration of the new Hyla EST Air
  and Room Cleaning System. Every time an individual signs up for a free
  miniature air purifier with Nature’s Solutions at an event a card is given to
  them explaining next steps that include letting the event attendant know we
  will be calling them to arrange a delivery of the free miniature air purifier
  along with the phone number they can expect to see us call from, additional ways
  to contact us, our website. and other tid bits about our company. This card
  that is given out clearly explains that every single person who signs up with
  us receives a free miniature air purifier further proving that Ms. ********
  knew that the free miniature air purifier was not something she would “win”, but
  rather something everyone would be receiving.

  These appointments are
  set over the phone, with event attendants who had voluntarily provided Nature’s
  Solutions with their contact information. Our scheduling coordinators that set
  these appointments are highly trained to express the same messaging that is
  initially introduced to every prospect when they sign up with Nature’s
  Solutions for free products or services. When we set these appointments, it is
  again explained multiple times that prospects have been chosen (again the word “win”
  is not used ever here either) to receive a free miniature air purifier. And in
  this case we offered the opportunity to take advantage of a free air treatment
  that hospital sanitizes all of the air in a prospects home and also kills
  germs, viruses and bacteria in the air. We normally offer this service for a $500
  fee, but they have been so wildly popular that we have been offering a limited
  number of them for free to those who receive free miniature air purifiers from Nature’s
  Solutions. Ms. ******** accepted with great enthusiasm.

  Nature’s Solutions is
  part of a bigger global 32-year-old multimillion dollar sales company - Hyla
  International GmbH & Co. We operate in 83 countries worldwide and in over a
  dozen states in the US. Our methods of accumulating leads and acquiring new
  customers are hundreds of years old and are practiced the same way in all 83
  countries, therefore holding Nature’s Solutions, as part of the Hyla
  International Family, to a high standard of business practices. Nature’s
  Solutions imports and sells Hyla EST Air and Room Cleaning Systems and other
  Hyla home-maintenance products in the Southeast of the United States.
  
  9/15/22 – ***** ******** invited a
  representative from Nature’s Solutions to come to her home to deliver her free
  miniature air purifier, enjoy the $500 value free air treatment that was
  offered, and check out the Hyla EST Air and Room Cleaning System. During the
  demonstration Ms. ******** verbalized how she could clearly see how well the
  Hyla EST was functioning at removing dust and pollutants from the air in her
  home. Ms. ******** was also highly impressed with the versatility of the Hyla
  EST and how it would definitely help her keep her home beautiful and clean.
  
  At the conclusion of *****
  ********’ free air treatment, she was so impressed with the Hyla EST Air and
  Room Cleaning System she asked if we could share pricing and purchasing options
  with her. The Hyla EST does not retail for $6000 as she claims, but rather it
  is priced at the MSRP of $4995 plus tax. Ms. ******** took advantage of an
  instant $1000 rebate and jumped at the opportunity to own the Hyla System at a
  price of $3995, not $2995, as proven by the contract Ms. ******** herself
  provided. This instant $1000 rebate was a nationwide sale that was occurring at
  the time of Ms. ******** purchase sponsored by Hyla North America headquarters.
  At the time of the sale everyone who purchased a Hyla System, received the rebate.
  We do also offer discounts to senior citizens, first responders, essential
  workers, teachers, nurses, military personnel, veterans, nonprofit
  organizations, etc.
  
  Ms. ********
  negotiated a monthly payment plan that worked with her budget and Ms. ********
  negotiated to receive a promotional payment plan, at significant cost to Nature’s
  Solutions, that gave her interest free financing. Ms. ******** completed the
  paperwork with the finance company that Nature’s Solutions partners with -
  Preferred Credit Incorporated (PCI). Ms. ******** also completed a telephone
  verification with PCI, where they verify personal financial information with
  her; the phone call with PCI is recorded. Ms. ******** received the paperwork
  and completed it electronically via Docusign. She clearly understood the
  contract signing process because she downloaded the PDF contract and uploaded
  it to this BBB correspondence. Ms. ******** did receive an “invoice” for her
  purchase; the invoice is the contract she uploaded here – clearly she signed it,
  downloaded it, and saved it.
  
  Before the contract
  was signed Ms. ******** inquired about her right to return the product. The
  sales rep explained that if she wasn’t sure about making the purchase, she
  shouldn’t make the purchase; Nature’s Solutions sales reps do not pressure
  people into purchasing a Hyla, in fact they are specifically trained how NOT to
  use pressure. The rep also disclosed, as required by law, that in-home sales are
  covered under the FTC’s and state of Tennessee’s 3-day cooling-off period law,
  meaning Ms. ******** had until midnight of Monday September 19th to
  submit her rescission of the purchase at no penalty to her. Ms. ********
  acknowledged her understanding of these terms verbally as well as writing her
  acknowledgement on the contract itself with her signature. Additionally, in
  this contract, there are two copies of a notice of rescission, that was also
  clearly explained and pointed out to for Ms. ********.
  
  The Federal Trade
  Commission and Tennessee law dictates that all in-home sales have a “cooling
  off period” of 3 business days, during which anything purchased through an
  in-home demonstration / in someone’s home can be returned without penalty. Ms. ********
  did not take advantage of this “cooling off period”, even though she was made
  aware of it by Nature’s Solutions and Preferred Credit Inc., and was provided
  with a form to cancel. As far as Nature’s Solutions knew up until 10/17/22, Ms.
  ******** was happy with her purchase.
  
  At the time of
  purchase, Ms. ******** did express concern about how the Hyla would perform
  when the sales rep wasn’t there. The rep reassured Ms. ******** the Hyla will
  perform for her exactly as it did during the in-home demonstration,
  furthermore, if there is a performance issue, her Hyla has a 10-year guarantee
  and free service and free labor for life. Thus, should an issue arise, the rep
  would come out to her home to inspect the product and do any necessary service
  to it, free of charge. Our experience has been that whenever there is a
  disconnect between product performance during the demonstration and subsequent performance
  during ownership, it is due to user error almost 100% of the time.
  
  The sales
  representative ensured Ms. ******** knew how to properly utilize and care for
  her Hyla before he left Ms. ********’ home. The rep trained and witnessed Ms.
  ******** utilize, assemble, and disassemble the Hyla prior to leaving. Ms.
  ******** also verbalized her excitement to own and use her new Hyla.
  
  10/17/22 – Ms.
  ******** called Nature’s Solutions and left a voicemail regarding her Hyla. In
  the provided phone call log, it shows Ms. ******** called one time on 10/17 and
  left a voicemail. There are no previous missed calls or voicemails from Ms.
  ******** prior to her voicemail on 10/17, as Ms. ******** erroneously claims. The
  sales rep called Ms. ******** back on 10/17 and during this call Ms. ********
  explained how she was dissatisfied with the performance of her Hyla and she had
  some frustration with the finance company PCI. During this call Ms. ********
  verbalized how she knows she was told about the return policy and that she cannot
  return the Hyla.
  
  During this call the
  rep addressed Ms. ********’ concerns first by offering to schedule a service
  call to ensure the Hyla is working properly and that she is utilizing it properly.
  Ms. ******** continued to insist that she doesn’t want the Hyla any more because
  it’s not working how she wants and wants to return it even though she verbally
  acknowledged over the phone her awareness that she had 3 business days to
  return the Hyla, thus showing she knows she cannot return it. The only remedy
  available is for Nature’s Solutions to service her Hyla, which she reluctantly
  agreed to a service appointment on 10/20. Ms. ******** did not verbalize on this
  phone call that the Hyla was difficult to operate; this is clearly untrue
  because the sales rep ensured Ms. ******** could operate the Hyla before he
  left the home. This entire phone call was recorded.
  
  Due to scheduling
  conflicts Nature’s Solutions had to reschedule the appointment to Tuesday 10/25.
  Ms. ******** then contacted Nature’s Solutions to cancel the appointment via
  text, and she did not indicate her desire to reschedule the appointment. This correspondence
  is documented via texts with our company phone system. Ms. ******** no less than
  one day later submitted this complaint to the BBB on 10/26 without allowing
  Nature’s Solutions to remedy her problem.
  
  Ms. ********
  complaints about the financing are also due to confusion on her part. Ms. ********
  received a promotional 0% interest payment plan, which is clearly detailed on
  page 12 of her contract. Ms. ******** expressed to the sale rep her desire to
  pay off the amount financed in 12 months, which would mean a monthly payment of
  about $330; per the contract her minimum monthly payment is $119.85. All Ms.
  ******** has to do to pay the additional desired amount is contact PCI to change
  her monthly payment; she may have to contact PCI monthly, but PCI also has an
  online customer portal for making payments. Ms. ******** is also confused about
  the interest rate; on page 2 of her contract, it states the standard interest
  rate in TN of 21%, not 27% as she claims. She will only be responsible for
  finance charges if she doesn’t properly utilize the 12-month zero interest
  period. The monthly statement Ms. ******** is referring to is disclosing what
  interest WOULD be accruing if she were not on the promotional payment plan. Finance
  companies like PCI are required by law to disclose accruing interest on a deferred
  interest payment plan; should Ms. ******** have a balance with PCI beyond 12
  months, the entire amount of interest would be charged to her balance, and that
  is what is being disclosed. This disclosure of hypothetical accrued interest is
  required and standard on any deferred interest payment plan; it is not unique
  to PCI. This was also explained to Ms. ******** by the sales rep at the time of
  purchase. Ms. ******** should call PCI to resolve any lingering confusion she
  may have.
  
  Ms. ******** clearly
  understood her right to return the Hyla at the time of purchase; she also clearly
  understood her financing agreement with Preferred Credit Inc. at the time of
  purchase. Ms. ******** still understands that the window to return the Hyla without
  charge has lapsed. Nature’s Solutions is happy to resolve any service or
  performance issues with Ms. ********’ Hyla. If there is a problem with the performance
  of her Hyla, we will service the machine. But the first step is for us to come
  to her home and ensure she is utilizing the Hyla properly. Based on the concerns
  she described, the Hyla is not being utilized properly and there is a user
  error occurring.
  
  Ms. ********’
  complaint is not grounds for a product return, it is however an opportunity for
  Nature’s Solutions to uphold our service commitments, customer service commitments
  and warranty obligations. Because Nature’s Solutions offered to service her
  Hyla and offered to facilitate communication between Ms. ******** and PCI, and
  our offers were rejected, her complaint to the BBB is really about her self-imposed
  dissatisfaction with the performance of her Hyla and her frustration with the
  finance company. None of this has to do with Nature’s Solutions or our business
  practices because all warranties, service agreements, return policies, and
  financing details were clearly disclosed at the time of purchase; Ms. ********
  acknowledges all this via her recorded phone call with PCI as well as with
  Nature’s Solutions on 10/17. Nature’s Solutions will be happy to service her
  Hyla and do our best to ameliorate her performance concerns should Ms. ********
  wish to schedule a service call with us again. If there is a mechanical issue
  with her Hyla we will service her Hyla under the manufacturer warranty, at no
  cost to Ms. ********.  
  
  Nature’s Solutions is
  happy to service Ms. ********’ Hyla and meet any of her needs as it relates to
  the care, use and maintenance of her Hyla. All she has to do is reach out. Furthermore,
  if Ms. ******** is in the position of needing a new Hyla due to a serious
  performance or mechanical issue, (although this has never happened before), she
  would receive a brand-new Hyla should it be necessary. 

  Customer Answer

  Date: 11/10/2022

  As indicated prior - this machine is very expensive for all components not to work.  Having a salesperson come and show you something they've already shown is isn't what is needed.  The 3 day return is absurd, a person can't really use all components within the 3 days.  Once I found that some of the components didn't work I was into a week. I called when this occurred. No one returned by called until I called a few more times - is this the customer service you get from a very expensive machine?  I

  I've found a number of the same type of complaints in various parts of the county - all saying pretty much the same thing, prices vary depending on what the salesperson feels they can get; I would think there would be a standard price period.

  I won't accept anything other than a return and cancelation of the contract.  For the cost of the machine - everything should work without having to have multiple demonstrations.  I will continue to let others know about this company and how they work in the area I live.

  Business Response

  Date: 11/30/2022

  This is the first time
  Ms. ******** has indicated any malfunction with her Hyla equipment. If there
  are components malfunctioning, service or repair to these components are
  covered under the lifetime warranty Ms. ******** has on her Hyla. Malfunction
  is not a reason for return, it is an opportunity to use the lifetime warranty
  that covers the Hyla. Since this is the first time we've heard Ms. ********'
  mention of any malfunction, we highly doubt there are components
  malfunctioning. It is obvious, at this point, that malfunction is not her
  reason for wanting to return. She has changed her reasoning so many times at
  this point who knows what to believe? This would be the first time we have ever
  had claims of malfunctioning Hyla equipment so soon after a Hyla System has
  been purchased. 
  
  Ms. ********’
  claims that she did not receive "service" due to the many phone calls
  she had to make to get a return call are false. Although it is unclear due to
  the rampant misuse of the English language in Ms. ******** response, but if she
  is claiming that her first call to Nature's Solutions occurred after she
  "was into a week" I'm going to assume she means within a week or
  after a week of owning her Hyla with this statement. If so, it would also be
  false. We have already provided the phone call log from our company phone
  system. It clearly shows the first time Ms. ******** called, after her
  purchase, was on October 17, 2022. Ms. ******** also claims she called multiple
  times before getting a call back. The call log clearly shows the first time she
  called after her purchase was on October 17, 2022 at 10:40 AM. She then
  received an immediate call back at 10:42 AM as indicated in the call log. If
  she has evidence of her attempted contact with us prior to October 17, 2022 at
  10:40 AM we would be happy to see such a record. If she has proof of something
  other than an immediate call back within 120 seconds of calling Nature's
  Solutions, we would be eager to review that to ensure our phone system is
  working properly. Nevertheless, Ms. ******** had until midnight of September
  19, 2022 to inform us of her desire to cancel her purchase. Thus Ms. ********
  failed to contact Nature’s Solutions for nearly 30 days before expressing any
  frustration with her purchase.
  
  When she called on
  October 17, 2022, (which is the first time she reached out, subsequent to her
  purchase on 9/15/22, as previously stated) Ms. ******** expressed her
  frustration with her machine claiming that it just wasn't doing what she
  thought it would. Again, never mentioning malfunction. She wanted us to know
  that she was not happy with it and in her attempts to explain why, she would
  only say very vague blanket statements such as, "it's just not working how
  I thought it would" and "It's just not performing how I thought it
  would." At this time, Ms. ******** was offered a free service call to
  inspect her Hyla, make sure it was working properly, and to make sure it was
  being used and utilized properly (because the Hyla comes with a LIFETIME
  WARRANTY that is unmatched by anything on the market and you do get premium
  service with a Hyla). Ms. ******** refused the service and started to insist on
  returning the equipment, and only after being informed multiple times that her
  rescission period had lapsed, did she agree to a service call for October 25,
  2022.
  
  Ms. ********
  subsequently cancelled the service call on 10/24 due to her own scheduling
  conflicts and did not express any desire to reschedule. She cancelled this
  appointment via a text into our company line on 10/24. We have previously
  provided a record of this exchange. This clearly expressed her desire to avoid
  speaking with someone / a real human who would have encouraged her to
  reschedule. Since then, Ms. ******** still has not reached out to schedule a
  free service call since she canceled her appointment scheduled for 10/25. Ms.
  ******** did not allow Nature’s Solutions to remedy her alleged problems with
  her equipment. Therefore Ms. ******** is willfully refusing the premium service
  she is complaining that she is being deprived of. She is the only one depriving
  herself of that service and use of the lifetime warranty. This complaint is a
  consequence of her own actions.  
  
  Ms. ********
  acknowledges she was informed of the three-day FTC cooling off period at the
  time of purchase. Ms. ******** does not refute her knowledge of the three-day
  cancellation terms either. Therefore because she was aware of the conditions of
  her purchase when she made it, Ms. ******** should have taken the opportunity
  to fully utilize all the equipment. Ms. ******** was shown and shown how to use
  all the equipment she purchased, when she purchased it on September 15, 2022,
  during a 90-minute in-home demonstration. Ms. ******** completed our Hyla
  Bootcamp which is a tutorial on use of the new Hyla System and a period of time
  of practicing it with your sales rep helping you and coaching you. We do not
  leave someone with a Hyla until they have completed this. We do not leave Hylas
  with people who can't or don't know how to use them. Furthermore, there is
  literally no excuse for not utilizing the equipment on the first day of
  ownership. The Hyla has won several “Ease of Use” Awards and dozens of Plus X
  Awards. It has a few attachments, all of which can be utilized in a
  30-minute period. Lastly, before the sales rep left Ms. ********’ home on
  September 15, 2022, she was asked multiple times if she was happy with her
  purchase and if she felt comfortable with using the equipment. She emphatically
  expressed that she was thrilled with her purchase and felt comfortable with her
  ability to use everything. 
  
  Hyla International GmbH
  & Co has been in business since 1990 and operates in 83 countries. Nature’s
  Solutions is an independently owned and operated factory authorized distributor
  of the Hyla product line, we have been in business for nearly 3 years. We are a
  small family-owned company with a growing team of 6 people. Our customers love
  that when they call us, they always talk to a real human being. They also buy
  with confidence knowing that we are a local company, right down the road from
  them, poised to deliver the fast and reliable service promised with every Hyla purchase.
  There are millions of Hyla Systems sold every year around the world. With that many
  sales, finding other complaints, even ones similar to this one, on the
  internet, it is inevitable. Hylas are sold all over the United States. It would
  be unusual if there were zero complaints. If you’re looking for complaints
  about a product on the internet, you will find one, that much is certain.
  However, we can promise that none of the complaints Ms. ******** said she saw
  were about Nature’s Solutions specifically. Just like any other responsible
  company we monitor our online presence vigorously. As far as there being
  different pricing in different states, that’s probably true. Although Ms.
  ******** would like to have this fantasy of the “evil” salesman just trying to “get
  as much as they can get,” it’s more closely related to price variances seen
  with any product/service from state to state. Gas, groceries, appliances,
  housing, and cars, all vary in price from state to state for various reasons;
  the Hyla is no exception. It would be odd for a company to have a national set
  price; there is no company in the United States that does that, even your
  favorite Starbucks / Dunkin’ Donuts drink will vary in price, from state to
  state.
  
  If
  Ms. ******** follows through on her promise to “let others know about this
  company and how they work in the area I live” and does so by sharing
  defamatory, false, and disparaging information about Nature’s Solutions, legal action will be
  taken. 

• Initial Complaint

  Date:08/23/2022

  Type:Sales and Advertising 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 Tuesday 8-2-22 a door-to-door sales person sold me a cleaning machine that I subsequently found it too difficult to operate. On Monday, 8-8-22, the following week, I called the company and told them that I wanted to return the machine due to the difficulty I had in trying to use it. I was told I had to notify them by Friday, 8-5-22 in order to cancel the sale. I told them I was not advised of this, as I had no paper work, no contract, nothing in hand. (They had me sign a Docu-Sign to get the machine). To date, I still don't have a written contract. The president of the company, Cynthia S********* said that I had no recourse - the machine was mine and I could not return it.
  I called the finance company and told them I was returning the machine, but they said only the company could cancel the sale; and that they would charge me an additional fee if I didn't pay it, and send me to collection.
  I packaged the machine and sent it by USPS along with a certified letter stating that according to the 3 day rule, the salesperson must inform the buyer of the 3-day rule, if not, the rule does not apply, and the merchandise may be sent back after the 3 days. They sent the machine back through the mail marked "Refused".
  To date, I have not paid anything for this machine, I don't have a written contract, and the machine is still boxed up.
  I want to return this, but the seller won't take it back.
  Please advise me what can be done.
  **** *****

  Business Response

  Date: 09/06/2022

  6/19/22 – **** ***** came to the “Father's Day Market” event at the Chattanooga Market in Chattanooga TN on June 19, 2022 and signed up with Nature’s Solutions for a free miniature air purifier.

  
  7/28/22 – Nature’s Solutions scheduling department reached out to **** ***** to schedule delivery of the free miniature air purifier she had signed up for, and additionally, offered to perform a free air treatment and demonstration of the new Hyla EST Air and Room Cleaning System in her home at the time of delivery of the free miniature air purifier. These appointments are set over the phone, with event attendants who had voluntarily provided Nature’s Solutions with their contact information, with the expectation that we will call them to arrange delivery of the free miniature air purifier they signed up for at the event. Nature’s Solutions also ensures that our prospects have ample time for a free air treatment ($500 value, done for free) and demonstration of the new Hyla EST Air and room Cleaning System (this size air purifier does the entire house) at the time of the miniature air purifier delivery Mrs.   ***** accepted with great enthusiasm.

  
  Nature’s Solutions is part of a bigger global 32-year-old multimillion dollar sales company - Hyla International GmbH & Co. We operate in 83 countries worldwide and in over a dozen states in the US. Our methods of accumulating leads and acquiring new customers are hundreds of years old and are practiced the same way in all 83 countries, therefore holding Nature’s Solutions, as part of the Hyla International Family, to a high standard of business practices. Nature’s Solutions imports and sells Hyla EST Air and Room Cleaning Systems and other Hyla home-maintenance products in the Southeast of the United States. We advertise in-person with prospects via trade shows, home shows, festivals, fairs, expos, community events, and demonstrations.  Every time we do an event, we encourage attendants to sign-up for a free miniature air purifier. The miniature air purifier that event attendants are eligible to receive, free of charge, retails for $149. Nature’s Solutions represents the full-line of Hyla products including 4 different sizes of air purifier. The smallest of the 4 sizes is what we give as gifts to event attendants who stop by our booth/table, interact with us, and would like to learn more about our other products via a no-cost, no-obligation, no-pressure, in-home demonstration. 
  
  8/2/22 – **** ***** invited a representative from Nature’s Solutions to come to her home to deliver her free miniature air purifier and she jumped at the opportunity for us to perform a demonstration of our Hyla EST air purification and whole home cleaning system and free air treatment. During the demonstration Ms. ***** herself practiced using the Hyla and informed the sales rep that she had no difficulty utilizing the machine; she was quite excited and enjoyed using the Hyla to clean her home. At the conclusion of **** *****’ free air treatment, she was so impressed with the Hyla EST Air and Room Cleaning System she asked if we could share pricing and purchasing options with her. 
  

  Ms. ***** negotiated a monthly payment plan that worked with her budget. Ms. ***** completed the paperwork with the finance company that Nature’s Solutions partners with - Preferred Credit Incorporated (PCI). Ms. ***** also completed a telephone verification with PCI, where they verify personal financial information with her; the phone call with PCI is recorded. Ms. ***** received the paperwork and completed it electronically via Docusign. Ms. ***** electronically signed an original version of the contract and the final version was countersigned by Nature’s Solutions, once the contract is countersigned Ms. ***** receives an electronic copy of the final version. The final version of the contract was delivered to Ms. *****’ email before the representative left her home. Ms. ***** admits she signed a Docusign sales contract to purchase the Hyla; that is her contract. Prior to being able to open the contract for signing, Ms. ***** was required to verify her personal information via email and SMS text message to ensure that only she could sign the contract. Furthermore during the verification process with PCI Ms. ***** verbally acknowledged that her monthly payment fit in her budget, that she understands she is in a contract with Preferred Credit Incorporated and that her payments will be made directly to PCI and not to Nature’s Solutions. The representative from PCI as well as the Nature’s Solutions representative advised Ms. ***** to save the final version of the contract in an import documents folder or to print it out for her records. In this contract, there are two copies of a notice of rescission, that was also clearly explained to Ms. *****. Ms. ***** had until midnight of 8/5/22 to cancel her purchase with no penalty and for a full refund. Ms. ***** verbally acknowledged her understanding of the terms of the contract, as well as writing her acknowledgement on the contract itself with her signature. Once Ms. ***** completed the verification of the contract with PCI, the sales representative ensured Ms. ***** completely knew how to use her Hyla and how to care for it. Ms. ***** demonstrated her ability to fully utilize the Hyla and verbalized her excitement to own and use her new Hyla. 

  
  8/8/22 - Ms. ***** called Nature’s Solutions and inquired about her ability to cancel her purchase and return her merchandise. The sales Manager Cynthia informed Ms. ***** that according to the terms of her contract Ms. ***** had until midnight of 8/5/22 to notify Nature’s Solutions of her intent to cancel. Ms. ***** had three business-days, per the Federal Trade Commission (FTC) cooling off period, to submit her rescission in writing to Nature’s Solutions, and that at that time the 3 business-days had lapsed. Nature’s Solutions has a fiduciary and legal responsibility to follow the laws set out by the FTC, federal, state and local governments. Ms. ***** claimed she was unaware of the three business-day rule. Cynthia reminded Ms. ***** that the terms of the contract and the cancellation directions were clearly outlined on the contract she signed. 
  The Federal Trade Commission and Georgia law dictates that all in-home sales have a “cooling off period” of 3 business days, during which anything purchased through an in-home demonstration / in someone’s home can be returned without penalty. Ms. ***** did not take advantage of this “cooling off period”, even though she was made aware of it by Nature’s Solutions and Preferred Credit Inc., and was provided with a form to cancel. As far as Nature’s Solutions knew up until 8/8/22, Ms. ***** was happy with her purchase. 

  
  Several days later Nature’s Solutions received a package from Ms. *****. The package was the size and weight of a Hyla, as such we deduced she was attempting to return her Hyla. Since Ms. ***** did not properly cancel her purchase, Nature’s Solutions could not accept property that legally belonged to Ms. *****. Nature’s Solutions therefore refused delivery and returned the Hyla merchandise that was legally Ms. *****’ property. Ms. *****’ claim that she has not paid anything for the Hyla is true, no cash had been exchanged because Ms. ***** put zero money down on her Hyla purchase and financed the entire amount with PCI. She is however in a legally binding contract, which again, she signed and received electronically; there is a digital timestamped papertrail of her email address and IP address receiving the contract. Ms. *****’ actual payments to Preferred Credit Inc. will commence 30-45 days after the signing of her contract. 

  
  Once someone purchases a Hyla Air and Room Cleaning System with one of our finance partners such as PCI, the customer enters into a contract with said finance company. The relationship between Nature’s Solutions and the consumer is only sustained by our commitment to the warranty of the product. Once the consumer enters into a legally binding agreement with an institution such as PCI they are contractually obligated to PCI for the loan given to purchase the Hyla. When PCI onboards a new customer like they did with Ms. *****, everything is verified ad nauseum and recorded. 
  Nature’s Solutions is happy to service Ms. *****’ Hyla and meet any of her needs as it relates to the care, use and maintenance of her Hyla.
  

  
  

  Customer Answer

  Date: 09/12/2022

  The seller did not inform me of the 3 day rule. They say that the information was in the contract. I received the written contract 3 weeks after the sale.  This docu-sign they said was the contract, I was not told that that was the contract.  When I spoke with the finance people that day, they told me that the paper work will be mailed to me.  To me, this is underhanded.  The only time I was informed about the 3 day rule was Monday, Aug. 8th, six days after the sale, at which time I realized I could not physically operate this equipment.  I advised Cynthia of my fall down the stairs, and that upon being left with this equipment, I could not with safety lug it up and down the stairs, and would like to return it; upon which I was inform of the 3 day rule.

  The 2nd problem that I currently became aware of since receiving the paper work, is that I was lied to by the seller.  After the salesperson revealed the price of the equipment ($3800), I told him that I could not afford that as I had other obligations to consider.  He then called Cynthia **********, and put her on speaker.  She said if the salesperson came in November, would I be in a better position to buy the equipment, I said Ok to November.  I asked if there would be any interest charges; she adivsed me that everything was included in the $3800, and there were no addition charges, and that my payment would begin in November.  Upon receipt of the paper work, I am being charged currently for the equipment, and I am also being charged interest.  This is definitely wrong, as the basis upon which I agreed to purchase the equipment (deferred payment & no add'l fees) was not upheld by the seller.  To lure me into a purchase and then renege upon the agreement is fraud.  

  I do not want to do business with a company that lies in-order to procure a sale.  They can have their equipment, as I can not use it.  **** *****

  Business Response

  Date: 09/28/2022

  When Ms. ***** purchased her **** on 8/2/22 from Nature’s Solutions she signed a Docu-sign contract which clearly outlined her right to cancel the contract and sale within 3 business days of her purchase. Ms. ***** had until midnight of 8/5/22 to cancel her purchase with no penalty and for a full refund.  In this contract, there are two copies of a notice of rescission indicating that a rescission had to occur via written notice within 3 days of her purchase, and all of that was also clearly explained, both verbally and in writing on the contract, to Ms. ***** by the sales rep at the time of purchase. Ms. ***** verbally acknowledged her understanding of the terms of the contract in a recorded verification phone call with the finance company, Preferred Credit Inc., as well as writing her acknowledgement of her understanding of the contract terms on the contract itself with her signature. The contract also includes a section where Ms. ***** signed her understanding that what she was signing was a Credit Sale Contract.

  
  The contract signing process is highly secure and thoroughly documented indicating the specific IP address of where and when the signing and final receipt of the contract occurred. Due to the confidential nature of this information, we cannot provide the evidence for this detailed account on this forum. However we can with 100% confidence say that Ms. ***** signed her contract on 8/2/22 at exactly 6:54 PM EST, our office signed the contract on 8/2/22 at 7:08 PM EST and that a final version of the contract was emailed to and received by Ms. ***** on 8/2/22 at exactly 7:08 PM EST.  Nature’s Solutions cannot sign a contract without the customer, Ms. *****, signing the contract first, as evidenced by the timing of the signing; once we sign, the final version goes back to the customer. Therefore, we can also say with 100% confidence that Ms. ***** received a final version of the contract because it was sent to the same email address where she received the original version for her to sign. Again, all of this is painstakingly verified using IP addresses and securely encrypted servers. 

   

  When Ms. ***** finished signing the contract, the representative from PCI as well as the Nature’s Solutions representative advised Ms. ***** to save the final version of the contract in an important documents folder or to print it out for her records. PCI never informed Ms. ***** that a contract would be mailed to her, rather PCI informed Ms. ***** that she would be receiving a welcome packet from PCI with their contact information and how to make additional payments. Ms. *****’ claim that she received the contract 3 weeks later is fraudulent, we have the documentation showing she received it on 8/2/22. Ms. *****’ 3-week claim comes from the fact she received an additional copy of her contract from PCI when she requested it be sent to her again, which she initiated that request 3 weeks after her purchase. 

  
  Ms. *****’ claim that she was misled with the 3-month deferral option is also fraudulent. Ms. ***** and PCI verified the promotional option offered to her of a 3-month deferral on her first payment; as such, her first payment would not be due until November 12, 2022. Her monthly payment, which she agreed was within her budget, is $114 and that monthly payment includes the interest. The amount financed was $3800 and because Ms. ***** does not need to make a payment until November, the financed amount is accruing interest, that’s how any deferred payment arrangement works, however the $114/month payment does not change. The interest is not being “charged” to her as she claims, it is accruing. When Ms. ***** asked if there would be additional charges, the answer is no, which is true and it is what the sales manager told her - the $114 does not change and there is no additional charge to her for the deferral, just standard interest. Of course there is interest on anything financed, this was also disclosed. On the contract that Ms. ***** signed, she specifically signed her initials next to her understanding of the interest rate on the interest rate disclosure section of the contract. Ms. ***** also signed her initials on the section of the contract that her first payment would be deferred for 3 months. All financial agreements made are being upheld and honored in a legally-binding black-and-white contract. It’s clear Ms. ***** is bitter toward our company and wishes to slander us.

  
  Once Ms. ***** completed the verification of the contract with PCI, which includes all the details above (plus more as per PCI’s process) the sales representative ensured Ms. ***** completely knew how to use her **** and how to care for it. Ms. ***** demonstrated her ability to fully utilize the **** and verbalized her excitement to own and use her new ****. 

  
  Nature’s Solutions, our reps, and our finance partners like PCI do not lie to our customers nor do we fraudulently induce customers to buy our products. We go above and beyond to ensure complete transparency and clarity with our customers when they are purchasing merchandise from us. We encourage people to only purchase a **** if they only like it, want it, can afford it, and can use it. Ms. *****’ narrative of the events is fraudulent, dishonest, slanderous and hurtful. PCI has all phone calls recorded, as does Nature’s Solutions. PCI would be more than happy to provide a precise recording of the entire interaction she had with them when completing and verifying the contract. 
  

  Nature’s Solutions is happy to service Ms. *****’ **** and meet any of her needs as it relates to the care, use and maintenance of her Hyla.