BBB Accredited Business since
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This company provides health and diet products.
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A BBB Accredited Business since
BBB has determined that LiveWell, LLC. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that lowered the rating for LiveWell, LLC. include:
- Length of time business has been operating
Factors that raised the rating for LiveWell, LLC. include:
- Complaint volume filed with BBB for business of this size.
- Response to 6 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Industry Ratings Comparison
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||2|
|Total Closed Complaints||6|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||1|
Type of Entity
Limited Liability Company (LLC)
Business ManagementMs. Ashley Godoll, Office Manager
HEALTH & DIET PRODUCTS-RETAIL
Method(s) of PaymentCash, Credit Cards, Check
Refund and Exchange Policy
Terms & Conditions
This Agreement is between LiveWell LLC ("we") and you ("you" or "Customer") This Section sets forth the terms and conditions which apply to the use by you of the Company Sites (as defined below) and any other subscription product or service offered for sale by LiveWell LLC and/or its affiliates (collectively, "Company "). The right to use any product or service offered by Company is personal to you and is not transferable to any other person or entity. Company reserves the right to make changes to the Company sites, policies, and these Terms at any time without notice.
By using, accessing or ordering products from this Website, you hereby agree to all of the following terms.
Purchasing Products / Auto-Ship Program
You will receive free shipping with your selection of the following: 105 Day Challenge for $149.95 or LiveSkinny 30 day system for $49.95. If you choose the LiveSkinny Trial System, you will be billed an initial $4.95 S&H and shipped an introductory 30 day supply, yours to try for 14 days. Should you decide you do not want to continue with the LiveSkinny Trial program, simply contact customer service to cancel within 18 days from the date of purchase. Should you decide to continue with the LiveSkinny Trial program, your card will be billed $65.00 for the introductory 30 day supply. 30 days after your initial purchase date, and every 30 days thereafter until you cancel, you will be billed the member price of only $69.95, and shipped a fresh 30 day supply of LiveSkinny.
The 105 Day Challenge is a one-time billing and shipment, and is not part of the auto-ship program. Orders are usually shipped the day after the order is placed (except that orders placed Saturday-Sunday will be shipped the following Monday).
We offer a 30 day money back guarantee on all orders unless you are in the ongoing trial program. Please call us for a refund less a processing fee once you follow our RMA return policy properly. If you are unhappy with the product for any reason, or to cancel automatic delivery and billing, you must call us at (208) 336-1127.
Our Customer Service Department is open:
Monday through Friday 9am to 5pm MST (208) 336-1127
Alternate Business NamesLiveSkinny LiveWell Water
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Types of Complaints Handled by BBB
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BBB Complaint Process
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Additional Web Addresses
Additional Email Addresses
Complaint Trends - Last 3 Years
Customer Review Trends
Read Complaint Details
Complaint: I ordered live well water and supplements at the beginning of January. I was charged again on January 28, 2013. I called and asked the representative to cancel my order because I did not want the product anymore. She said she would cancel it. The order was never cancelled and I never received the product. They charged my account again on 2/7/13. I tried to call 2 different phone numbers listed for them and they are both disconnected. * ***** **** ** * *****
Desired Settlement: I want both charges of $14.95 refunded to my account.
**** ****** ** ** ******* ** ********* ** ******* ** *******
Our call center have been dealing with temperamental phone lines due to an expansion, for which we have responded via email to remedy all accounts as possible.
We apologize for the inconvenience with the phone lines.
The customer did call in on 1/25 to cancel her 30dy LiveSkinny System and her UpSell of Energy she was informed at that time of the $14.95 charge she is disputing which is her day 18 charge, per the terms n conditions she agreed to. We have processed a $14.95 refund today 3-7 for her charge on 2-7 do to a system glitch and we do apologize for this inconvenience to the customer.
We hope this is a successful resolution to the above complaint.
BBB's Final Determination: Consumer accepted resolution offered by the business.
Read Complaint Details
Complaint: I paid the S&H for the "free trial" of Live Skinny. The Terms & Conditions state that if you are not satisfied for any reason, you can return it within 18days of order and you will not be billed the $65 price. I called on day 17 to be advised that in order to return it, I must pay a restocking fee of $14.95. The company offers a 105 Day Challenge, a 30 Day Challenge and a 14 day "Free Trial". The Terms & Conditions are very deceptive and state different things in different paragraphs to confuse people into believing they can return the unused portion and will not be billed further. Please review their Terms & conditions. One paragraph states, "You will receive free shipping with your selection of the following: 105 Day Challenge for $149.95 or LiveSkinny 30 day system for $49.95. If you choose the LiveSkinny Trial System, you will be billed an initial $4.95 S&H and shipped an introductory 30 day supply, yours to try for 14 days. Should you decide you do not want to continue with the LiveSkinny Trial program, simply contact customer service to cancel within 18 days from the date of purchase." Another paragraph states,"Trial customers who would like to cancel their trial subscription within the 18 day trial period are required to return the remaining unused product and are subject to our Returns policy." The returns policy states,Product returned as a result of a cancelation during the trial period must include at least the remaining 15 day supply of product in original unopened condition. Returns will not be accepted past the end of the trial on orders that are part of the trial program. Other orders that are not part of the trial program and returned with a proper RMA number may be charged a $14.95 restocking fee." I am unable to find where the Free Trial is charged a restocking fee of $14.95 for returning within the 18 day period. If it does state it somewhere in their terms, i think they are trying to hide it instead of just spelling it out.
Desired Settlement: I would like a refund of the $14.95 restocking fee I am being charged and would like them to revise their Terms & Conditions to make it easier for the consumer to understand their policies.
Our mutual customer was dissatisfied with the cancellation process and terms and conditions. They are signed up for a free trial, and if called within the 18 days you are exempt from the $65 dollar charge, but still must go through the returns policy. We are not trying to confuse anyone. It specifically states in our terms and conditions, “Trial customers who would like to cancel their trial subscription within the 18 day trial period are required to return the remaining unused product and are subject to our returns policy.”
BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.
Problems with Product/Service
Read Complaint Details
Complaint: In ther advertising stated free trial for 14 days, if not happy could cancel product re accuring charge. Which they did, but now want to charge me for the 14 day free trial. ($65 than they said would give me a discount to $45)ADVERTISMENET BELOW *******If you choose the LiveSkinny Trial System, you will be billed an initial $4.95 S&H and shipped an introductory 30 day supply, yours to try for 14 days. Should you decide you do not want to continue with the LiveSkinny Trial program, simply contact customer service to cancel within 18 days from the date of purchase.*************** Nothing about getting charged
Desired Settlement: Would want my money refunded to my credit card $45
All customers are subject to the returns policy and therefore the desired settlement is not an option. If the customer wishes to return the product we will be more than happy to walk them through the RMA process, or if they wish to opt out of shipping it back we will honor the 30% refund. We are dedicated to customer satisfaction of all our customers, but the customer is responsible for reading our terms and conditions before purchasing.
BBB's Final Determination: Consumer accepted resolution offered by the business.
Read Complaint Details
Complaint: Billing Issues:I was ordering "Live Skinny" from my phone after hearing about it over the radio. The ad talked about getting "30 days free". I was placing my order and it was advertising an energy drink or something (pay only $1 plus shipping) when I bumped my phone and it went to something else. So I called costumer service to ask them about it. The person that answered explained that after a week of having the product (of the new ad) I was be charged additional charges, just like the "30 days free" I would be charged $63 after 14 days of receiving it. So I told her to go ahead and cancel the whole order. She explained that after ordering that it does directly to the shipping department. But she'd cancel it and see what happens. She offered me a 15% discount but I said no, just to cancel it all and that I had just ordered it a minute before calling. I asked her "How can you not cancel it when I just placed the order one minute before?!" So she said it had been cancelled. I received an email that my order had been cancelled. 10-16-12 2:08pm I recieved the confirmation of the order by emailOrder Number: 107905 Ordered On: 10/16/2012 05:08pmCharges will appear on your credit card statement as LIVEWELL ***** ********. Thank you for ordering LiveSkinny. You have decided to start making healthy lifestyle changes to become a better version of yourself, and to begin losing weight with LiveSkinny. Please print a copy of this email receipt for your records. The shipping charge you have authorized today will appear on your credit card statement as LIVEWELL***** ********. Bill ******* *********** **** ** **** ******** ** ***** ****** ****** 10-16-12 2:20pm I receive the cancellation by emailOrder Number: 107905Ordered on 10/16/2012 05:08pm Dear ***** ******, Thank you for using LiveSkinny 30 Day Trial. This email is to inform you that your subscription status has been recently updated and any ongoing or all future charges have been cancelled as per your request
Desired Settlement: They can send 2 more bottles free of charge. They sent 4 bottles with 15 tablets in each bottle, which equals 60 because you take 3-6 tablets (as it says to in the booklet). So if I only take a minimum of 3 tablets a day, it would only cover 20 days. Or I can send it all back and they refund it all plus the shipping fee
Our mutual customer was dissatisfied with the process. She placed her order online, per which our terms and conditions state to place all orders carefully, once and order is placed, we cannot contact fulfillment to stop orders.
BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.
|8/30/2012||Problems with Product/Service|
Read Complaint Details
Complaint: My complaint actually involves multiple 'types'; customer service issues, delivery issues, yet billing being my most important issue. I ordered a FREE TRIAL from this company and was told I wouldn't have to send anything back or be charged further if I canceled my next month's automatic order within 15 days. This happened to be not true; after I finally recieved my products (taking 14 days- twice the time their Terms state) I was told that I would have to return them and be charged a restocking fee or be charged a discounted price for the products. After I said I wouldn't pay and asked to speak to his manager I was laughed at in customer service by *** **** then charged for the products a few days later, before my month and 15 trial period had terminated (may I add these charges were made in the middle of the night around 1:45AM). They charged me $13.95 each for two products I was told would only be $1 for my first month. I was told their Terms & Condistions explaind their policies, but only covered online and in-store purchases when I ordered over the phone in response to a radio ad. This company doesn't return calls or respond to emails, is dishonest and rude, which led me to call my bank and file Merchant Complaints as well as request a stop payment from the business as well as contacting ******** ******* *****.
Desired Settlement: I have contacted my bank and will be refunded, hopefully, but there is a chance that when *** bills LiveWell that they can deny my complaint. In this case I would like to be refunded my money, because this business is running itself based on lies, unauorized charges, and with a lack of information given to their customers.
This letter is in regards to a complaint letter, *** ******** we received from your company and the client you represent. The complaint was issued 7/11 and since then the issue has been resolved. The
BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved