• Report: #329957

Complaint Review: Edenpure, Biotech Research, Suarez Corporation Industries

  • Submitted: Thu, May 01, 2008
  • Updated: Mon, April 07, 2014

  • Reported By:Canton Ohio
Edenpure, Biotech Research, Suarez Corporation Industries
7800 Whipple Ave NW North Canton, Ohio U.S.A.

Edenpure, Biotech Research, Suarez Corporation Industries A waste of money, poor products, and I pitty their customers. North Canton Ohio

*UPDATE EX-employee responds: EPA needs notified of the Prozones

*Consumer Comment: try this for ''customer service''

*Consumer Suggestion: RE: Response #5 & Response #7

*Consumer Comment: Happy Customer

*Consumer Comment: Re: Truthville USA

*Consumer Comment: Re: EdenPure Model 1000

*Consumer Comment: Edenpure air purifier is Great!

*Consumer Comment: Suarez Corporation is a RIP OFF..

*Consumer Comment: Satisfied customer

*UPDATE Employee: Additional perspective

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All right, I am an ex Customer Service Representative at SCI. To elaborate SCI has many branches that it handles. Biotech Research, International Home Shopping, Lindenwold Fine Jewelers, and U.S. Commemorative Gallery. However, today I am only writing concerning their most expensive, yet popular products. The Edenpure Quartz Infared Heater, Edepure Whole House Air Purifier, and Edenpure Area Model Purifier. Let me begin by saying, if you have purchased any of these products, I sincerely pitty your poor decision.

The heaters themselves are cheaply made and abused by our Warehouse Personnel. The crappy product already has no chance of making it past 2-3 years for you, and thats pushing it, really pushing it, but the abuse they endure in house is dispicable. They are thrown into the trucks, used as step ladders, and kicked in outrage by disgruntled workers who are angry with their supervisors or personal situations.

Also, we aren't paid enough for this, however it is our job to lie to you when you ask us about the quality, reliability, and service associated with our products. I have taken numerous calls about our heaters breaking down after just 5 minutes of usage. They have been known to melt, due to the fact that we provided poor instructions with them, produce bad smells, rattle, and make horrible noise. After 60 days we will not refund your money, and should you have any repairs that need to be made to the unit you will have to twist our arm to send you a prepaid ups label.

I use to get angry because UPS would tell our customers the truth about how they have to lug thousands of our heaters around for returns and exchanges all winter long. However, now that I am not on the payroll I can be honest and say they were right, lol. All in all you are best off just buying a cheaper space heater from your local Wal Mart, Sears, etc. They are cheaper, last longer, and will be less of a headache if something happends with it.

As for the Air purifiers. If you look them up on the consumer report you will find a lovely article covering the amount of Ozone they produce. No folks, Ozone is not beneficial to your health, especially in the amounts that they are capable of producing. It can cause chest pain, respiratory problems, and worsen asthma and allergies. You should look it up on osha.gov . You would be amazed.

Finally, and the most important thing you need to remember, if you decide to ignore my advice and purchase an Edenpure Heater or Air Purifier. NEVER and I mean NEVER buy from a distributor. Companies offering the product online like Affordable Heat, and EdenpureStore.com are an example of this. The same goes with Ebay. Also, we use to welcome people to come and buy our products and sell them on their own. They would rent out Hotels and do a demonstration of the product so that you are reeled in. Do not be fooled. They are not associated with Biotech Research at all once they buy the products and therefore they are free to make up their own rules. So when your heater breaks down in a year and you call Biotech from the number on the back of the unit? All we will they will tell you is that you have been swindled, and congratulate you on your now worthless, yet quite costly investment.

Thats all I really had to say. I am not bitter towards the company itself, however I feel that consumers need to be aware of these unsatisfactory business practices, especially in this economic slump.

Canton, Ohio

This report was posted on Ripoff Report on 05/01/2008 04:10 PM and is a permanent record located here: http://www.ripoffreport.com/r/Edenpure-Biotech-Research-Suarez-Corporation-Industries/North-Canton-Ohio-44720/Edenpure-Biotech-Research-Suarez-Corporation-Industries-A-waste-of-money-poor-products-329957. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE EX-employee responds

EPA needs notified of the Prozones

AUTHOR: Paula - ()

If that's what they're still called.  I had purchased one at a discount while I was still employed there - and it was great!  I thought so at the time, anyway.  My boys and I used it for an   entire year before my oldest brought something to my attention.  We had no more flies or insects of any kind in the house that whole time we were using the air purifier.  The air purifier was killing them when they entered the house.  My question is this: If it's killing all the insects, what's it doing to people?

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#2 Consumer Comment

try this for ''customer service''

AUTHOR: Steve - ()

 This letter was finally compiled and sent after hours of frustration in response to deceptive, dishonest customer service tactics taught to phone reresentatives.

Good day:
At the request of my father, I have decided to intervene  posthaste and conclude this matter for him.  I have  entered this quest on a personal level. You do NOT want communication from me on  our letterhead.
Attached you will find copies of original packing list and  prepaid return label. The package is scheduled for UPS pickup at our offices 4  Oct 2012.
As of this writing, your company and/or any employee or agent  thereof are enjoined from further contact with Harold S Bump  via  telephone, email, US mail or any other medium.  Any further attempt to  contact him will be construed as and reported as continuing  harassment.
Kansas law allows recording of a telephonic conversation  provided one party is aware of the proceeding. ( State vs Wigley, 502 P.2d 819, 210 Kan. 472 (1972).  Electronic recording of a message transmitted by telephone with consent  of either sender or receiver is not a breach of  privacy within statute prohibiting interception of telephone message  without consent of sender or receiver ...Emphasis added)
Indeed my father was very aware of the  containing statute and had the foresight to record his calls to your company and  with its agents.
Let us review these facts:
After approximately two hours of being on various holds,  disconnections and being transferred to an extension that “thanked him for his  patience and instructed him to try again later” (at Tape 2 counter 284, 38min 12  sec, page 7 of Transcript of Calls), he was able to reach a person who  unfortunately for your company, failed to place him ‘on hold’, instead providing  us 4min 39sec of unedited background ‘conversations’ from your boiler room of  agents. 
Lo and behold, within that 4min 39sec framing, we are able to  discern two separate instances of one of the tricks .....”...hello, are you  still there ?  are you still there?... disconnecting call”.   Twice.  Three times including when it was attempted on  him  (at  Tape 1 counter 522, 109min 41sec, page 4 of Transcript of Calls).
Also captured are various statements including, “...this old  f**ker won’t give up...says he’s gonna keep calling back until this is taken  care of...f**k him...”  and  “...I tried that but  he’s pretty f**king insistent...an a*****e”   and   ‘’...(unintelligible) blew him off too, but he  calls (called?) back...”...among other very interesting captures.
Here is the schedule going forth.  There will be no  deviation.
Your company will reply to this email/facsimile by  1700Hrs CDT 4 October 2012, providing (via email, telephone or facsimile) the  name of a managerial contact and direct line to same.
Upon notification via tracking number that the package has  been received by your company, the clock starts ticking.  From receipt of  package you will have 48 hours to issue a request for an immediate, full and  complete refund of $247USD to his credit card account. 
You will notify immediately via email, facsimile or telephone  when the credit request has been issued, along with the confirmation number for  same.
After we have confirmed full and complete refund to his  account, I will contact via email or telephone the managerial contact provided  to begin discussion on what to do with the 2 hours 26 min of tapes and 17 pages  of transcripts in my possession.  I would presume you would want them for  ‘’training purposes’’.
Indeed I do not have the time to distribute the  tapes/transcripts to the appropriate  agencies and/or media outlets, but I certainly have absolutely no qualms about  assigning a  staff associate to diligently pursue same should our  concerns not be immediately and explicitly met.
We have no interests, requests or demands for additional  compensation or even profuse, well deserved apologies.
I have no doubt that Suarez/EdenPure  has every interest  and intention to avoid comprehensive, wide spread, extremely embarrassing and  potentially expensive  disclosures of tactics used to deceive,
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#3 Consumer Suggestion

RE: Response #5 & Response #7

AUTHOR: Shazaam - (United States of America)

I have had the misfortune to have worked with Suarez Manufacturing Industries on a consulting basis, and the original poster seems to have the flavour of the Suarez Corporation's marketing/sales approach described to perfection.

However I have met the fine folks in the SCI quality assurance/customer service group and the folks in the SCI quality group do try their best to ensure that the products shipped by SCI work reliably. However, as is so often the case, they are almost always overruled by SCI management when they ask for more (or any) product testing, and are told to ship it and fix it later. With the predictable results.

As to the melted heaters (response#5). That older model (with the red switch in the front and the thermostat in the back) has a weak fan. You must keep the filter very clean, and you need to lubricate the fan annually. There is a plastic plug in the center of the motor that you have to pry out that will expose the fan shaft to lubricate it. It's a time consuming job as the Chinese factory seems to have been charging SCI by the screw. (appropriately enough)

For the Daycare centere (Response #7) Please use your air filter only overnight. Please don't use it  when the children are present. Ozone in small amounts usually won't do any harm, yet ozone can and will trigger asthmatic issues from irritation to full blown asthma attacks. Ozone is like chlorine as both a disinfectant, and a lung irritant.

Also, be prepared to purchase new bulbs for your US 1000 every heating season. (3 bulbs at $20 ea.)

While the advertizing copy on the Edenpure US 1000 box touts a 20,000 hour life for the heater bulbs, I have yet to see a set of bulbs in a US 1000 last more than 400-500 hours of use. Based on what I know about the testing (SCI/Pinnacle did NO testing at all during product development and relied on Sylvania's product rating), I suspect the rated life (20,000 hours) is for operating the bulb in still air with infrequent on/off cycles. After several heat-up/cool-down cycles in the US 1000 heater, the bulb seal opens up and then the bulb gets a small amount of oxygen every time the temperature cycles, resulting in the nichrome wire filament oxidizing to catastrophic failure. (bit of a spectacular light show when it starts arcing) At least the quartz tube is sufficiently thick to contain the light show in those last 20 seconds of bulb life.

You'll know a bulb has died when you smell burned metal. After that happens 3 times (usually they all die in the same week)  the heater will just blow cool air and it's time for you to shell out another $60. SCI has apparently determined the bulbs are a consumable item in spite of their original claims of a 20,000 hour bulb life.

Customers and employees aren't the only ones who get screwed by Suarez Corporation Industries. There is a very good reason SCI has such a large legal team on retainer.
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#4 Consumer Comment

Happy Customer

AUTHOR: Dave Simonsen - (United States of America)

Last summer I bought the big heater in hopes of getting more heat in a 1920's building used as a day care center. The existing baseboard heaters are not up to the job during cold weather and heat levels are hard to maintain.

We used the heater all winter and still used the baseboard as necessary. although I am not sure about cost savings, I have some feel for it with probable savings. Our Director said the place was warmer than it had ever been in winter although that may be that we set everything higher than the previous owner.

The heater stays very cool to the touch even when on high and the only exception to that, is the recessed screen at the air outlet which could burn little fingers if not careful. the fan moving the air really helps with moving the heat around.

This spring with the offer to buy another heater at about $130.00 off regular price, I ordered a second one for use during very cold weather or perhaps in my home. When the heater arrived, it had a hole in the side broken outward from something inside. I called the phone number given for customer service and was told I would have an email with prepaid return label. It did arrive and I used it to return the product. I have not heard back but the time is well within what they told me on the phone so I assume that all will be OK.

I plan to order a purifier perhaps today after checking a couple more things this site brought up and so far have good things to say from Oregon.

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#5 Consumer Comment

Re: Truthville USA

AUTHOR: Tome New Mexico - (USA)

This is the biggest line of typical horse s**t to be expected from a represenative of this company. I am a consumer, not an employee and I have read the statement made by one of your former employees. There was more consistentcy with the statement made by (Canton, Ohio) the former employee than in yours. The most common excuse an employer from any company will make when there is a prospective whistle blower is "Disgruntled Employee". Your EdenPure Model 1000 is cheaply made in Vietnam and has melted in every case, even after 3 exchanges. There is no way a properly made product will show a 100% consistent failure rate if it was made properly. Instead of covering up the fault with your song and dance, why don't you focus that energy on fixing the products known defects. Put more quality into the making of the product even if it means charging more. I'd rather buy something that will last then have to deal with returns and the whole process that follows. Your product cannot even last the duration of your warantee, and you know it. I'm sure if an Audit was done on your RMA department they will find similar consistent problems with all the returns you receive. So don't come to this site waving flags and barking praises to the Suarez company to cover up the smell. Thank you.
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#6 Consumer Comment

Re: EdenPure Model 1000

AUTHOR: Tome New Mexico - (United States of America)

Thank you Canton Ohio,

I just sent the below copy and pasted letter to the New Mexico Attorney General's office. Thanks to your insight as a former employee I am beginning to understand just what and who I am dealing with. Your absolutely right. The EdenPure Model 1000 heater has proven to be a ripoff in my opinion. I have had nothing but problems with it since day one. In every case after every exchange the unit has severely melted. Attached is pictures I took of my units. You will not believe your eyes. For a so called, and so advertised SAFE product you just won't believe your eyes. The unit actually caved in, it melted so bad. Thank God I caught it in time to prevent a fire. I think a class action lawsuit is in place. If any lawyers out there are interested, please contact me.


On December 12th, 2009 I "name removed" made contact with Biotech Research Customer Service division via telephone at 1-800-219-8458. I spoke with a woman who advised she was a Customer Service representative. During this conversation I advised her that my EdenPure Heater Model 1000 which I paid over $500.00 for, had melted again. I explained to her that the original purchase was sometime in February 2006. (Actual date by Biotechs own records is 2/24/06.) (1st Unit) I went on to explain to her that the Biotech Research Company had already made two exchanges for the same reason. In each case the EdenPure model 1000 severely melted. Each unit carries a 3yr warrantee from Manufacturers defects. The first exchange occurred on 1/22/07.(2nd Unit)  The second complaint and exchange occurred on 5-11-07. (Third Unit) This was the third unit sent to me under warrantee for a total of three units. It is also the unit I am currently complaining about to Biotech Research Customer Service as the product defect was not cured since the original purchase. Enclosed are pictures of the defective merchandise. As you can see in the picture the unit is severely melted and caving in. It almost caused a fire within my home. Upon wakening the morning of 12-11-2009 I discovered the EdenPure Model 1000 severely melted and hot. I of course unplugged the unit in time to prevent a fire. My formal complaint is not only for my personal gain of my monies and return shipping, but also to advise the Consumer Protection Division of this very dangerous defect, that has affected many consumers throughout the United States, according to the many complaints by Consumers Nationwide via internet. Attached is an example of complaints found. Apparently, Biotech Research is very well aware of this dangerous defect, and yet, has failed to address it. I believe it to be in accordance of law to make known of these defects with the Underwriters Laboratory and U.S. Chamber of Commerce. Biotech Research has made it a habit of publicly advertising that their EdenPure Model 1000 will save you money and produces no side or top wall heat. They confirm this guarantee by also advertising its safe for pets, and display a picture of a cat sitting on top of their Model 1000 with a dog next to it. The pictures enclosed will without a doubt challenge such a claim. You can see that the Unit got so hot that the top and the side walls caved in as a result of melting. My unit was set to 75 degrees and is usually left on throughout the day to maintain warmth. Had this happen while I was at work, my family and I probably would not have a home to go home too. The following is a copy and paste from an actual email sent to me by one of Biotech Researchs representatives.

    Account # removed

 Our records indicate that you have only purchased one EdenPure Heater Model 1000 on 2/24/06. Two exchanged units was sent on 1/22/07 and 5/11/07. The heater only had a three year warranty which has expired. To find a service center close to you, please refer to www.edenpureservice.com and click on the Independent Service Centers Tab and then enter your zip code.


Thank you,

Kelly Fern

Customer Service Professional

Suarez Corporation Industries

7800 Whipple Ave NW

North Canton, Ohio 44767


(330) 494-4282    


AS you can see by there own records the last exchange was made on 5/11/07 which carries its own 3yr warrantee due to their defects. Yet, Kelly Fern does not want to accept the simple fact that whenever merchandise is exchanged due to Manufacturers defects it carries its own warranty, which in this case is a 3yr warrantee. This in fact makes my 3yr warrantee valid through 5-11-2010. The previous Biotech representative that I spoke with on 12-12-2009 recognized that my unit was still under warrantee and offered to send me free UPS shipping labels via email to return the units. She even offered me a choice of a refund or an exchange. I told her to send me the shipping labels and I would leave a note inside the box after deciding refund or exchange. The representative agreed. However, Ms. Kelly Fern on the other hand does not recognize my rights to warrantee, and is refusing to compensate me in any way, after it was already approved by the previous representative to send the shipping labels. Since I did not receive an email from the first representative that I spoke via telephone with on 12-12-2009, I sent an email asking where my shipping labels email was to be found. This is when I received the above response from Ms. Kelly Fern. As you can see by the above-mentioned dates, the Biotech Research Model 1000 does not last more than one season without melting. At this point I am so fed up with receiving defective merchandise that I am requesting a full refund, and want the free shipping labels to return the merchandise via UPS. I am also requesting that for the best interest of Public Safety that you investigate the defect in question. If you Google Customer complaints against Biotech Research in reference to their heating products you will see what I am referring too. You will also find in your search that Biotech Research has even been categorized by former employees as a Corrupt Company with a full explanation of their company practices such as: lying to customers, to deliberate mishandling of paid merchandise.


Name Removed

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#7 Consumer Comment

Edenpure air purifier is Great!

AUTHOR: Anonymous - (U.S.A.)

I have had an edepure whole house air purifier since 2007. It is an amazing product. Works just as advertised. I have used it to deodorize my basement in just hours and both of my cars. I just used it to get the sour milk smell from my baby formula out of my couch. I would have had to throw the couch out the smell was that bad. But after putting it under a tent as biotech advises, the smell was gone overnight. Their customer service is the best I've ever experienced. I've needed to replace 3 of the purifier plates. All it took was a phone call to customer service and they sent out the replacement part immediately. No charge! I do not work for the company. I am just a very satisfied customer.
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#8 Consumer Comment

Suarez Corporation is a RIP OFF..

AUTHOR: Whisleblower - (U.S.A.)

My boyfriend currently works there, and he tells me all the time how he has to lie to customers. The supervisors there insists in sales even if its a senior citzen who can barely talk or comprehend the conversation due to a recent stroke.
The company does things that are unethically moral, and the selection of the employees kept after mass hiring, is largely do to how much a*s kissing they can do. I feel sorry for any customer who has been conned into buying anything through this company.

And back ground check? What back ground checks? If the public only knew what types of people they have working there right now the doors would closed for ever.
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#9 Consumer Comment

Satisfied customer

AUTHOR: Ajohns - (U.S.A.)

I use an Edenpure heater to supplement my wood/coal burning furnace and central forced air propane furnace. The Edenpure Gen 3 heater works well and does a good job maintaining the temperature in the house in the evening and when we are gone for longer periods during the day. It is relatively quiet and easy to move around.

As an employer myself, the comments by the original poster betray a bitter and resentful former employee. The claims of abusive treatment of the Edenpure units seem unlikely or isolated, at best. It is beyond the realm of belief to suggest that this company could stay in business if the employees were commonly found tossing and mishandling the heaters. I sense exaggeration and dubious motivation in the complaints "former employee". Is is entirely possible that a mole is seeking to besmirch the reputation of a competitor.
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#10 UPDATE Employee

Additional perspective

AUTHOR: Truth - (U.S.A.)

Thank you for the ability to reply and perhaps shed light on a few instances regarding our company and products. First of all I am personally proud to represent Suarez Corporation Industries (SCI), related products and services. Suarez has been a leader within the Direct Marketing Industry for 40 years. It goes without saying that there may be instances when former employees may choose to shed some disgruntled "light" on the company. Any employer with this long of a history will surely have situations with an employee ever so often that simply doesn't work out.

SCI employs over 700 people and yet there is one "anonymous" person who evidently sidelines as a scientist according to their statement regarding ozone. All products sold must meet regulatory compliance so the statement made is simply incorrect.

Regarding the EdenPURE heater statements we are proud that only a handful of people have experienced a negative experience. We have sold over a few hundred thousand portable infrared heaters. We are not happy when even one customer has a negative experience and do all necessary to please the customer and turn their experience into a positive one.

Let me summarize by stating the obvious...I was able to log on to this site without any scrutinizing from anyone. Perhaps the comments shared by folks are legit but then again who knows the reasons and intent of "generic" names and "former" employees.

SCI stands firm in our proven approach to introducing contemporary products to consumers and we are proud of our long-standing repeat customer base. Those representing our products have an inherent desire to please their customers as that's how businesses continue to prosper. Is SCI and our independent representatives without flaws? Absolutely not. Is anyone or any business entity? We strive to please our customers and succeed 95% of the time...the other 5% we're working on!
Thank you.
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