Types of Complaints Handled by BBB
BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:
- Advertising or Sales
- Billing or Collection
- Problems with Products or Services
- Guarantee or Warranty
We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.
BBB Complaint Process
Your complaint will be forwarded to the company within two business days. The company will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the company's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
What is BBB Advertising Review?
BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.
About BBB Business Review Content and Services
Some Better Business Bureaus offer additional content and services in BBB Business Reviews. The additional content and services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release. Not all enhanced content and services are available at all Better Business Bureaus.
The Federal Trade Commission has stopped a group of marketers in California from using allegedly bogus "risk free trial" offers to sell skincare products online. At the Commission's request, a federal district court has issued a temporary restraining order against the defendants halting their alleged deceptive marketing practices, freezing their assets, and appointing a receiver over their business.
The agency's complaint charges seven individuals and 15 companies that sell Auravie, Dellure, LéOR Skincare, and Miracle Face Kit brand products with allegedly using deceptive offers to trick consumers into providing their credit or debit card information, and then charging them for the full price of the product and enrolling them in a buying program with recurring fees.
According to the FTC's complaint, since at least 2010, the defendants have marketed and sold skincare products on a variety of websites, such as aurviefreetrial.com, auraviewtrialkit.com, and mymiraclekit.com. The defendants use pop-up advertisements, banner ads, and advertising space on third-party websites, including Amazon.com, Huffingtonpost.com, and Lowes.com, to tout "risk free trial" offers to direct consumers to their websites, where they are instructed to provide their credit or debit card information to pay shipping fees of $4.95 or less to receive the trial offer.
The FTC alleges that consumers who provide their credit card information soon discover that they have been charged much more - typically $97.88 - under terms hidden in fine print on the defendants' websites. Consumers also are enrolled without their consent in subscription plans under which they are shipped more products and charged recurring fees. The defendants make it difficult to cancel the memberships, stop or avoid the charges, or obtain a refund.
The FTC alleges the defendants also misrepresented themselves as accredited by the Better Business Bureau with an "A-" rating. In fact, the company is not accredited and has a BBB rating of "F."
The FTC charged the defendants with violating the FTC Act, the Restore Online Shoppers' Confidence Act (ROSCA), and the Electronic Funds Transfer Act (EFTA). In filing the complaint, the FTC is seeking a court order permanently barring the defendants from the allegedly illegal conduct and refunds for defrauded consumers.