ComplaintsforMedix Health, LLC

• Initial Complaint

  07/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I contacted this company before the ************************************************************************* time to get a refund. Would not even give me return information. i just want to get money back for this crappy product that should be taken off the market period. All companies like this should check with who they sell to because of health problems and conflicting medications.

  

  Business response

  07/22/2022

  Medix Select spoke with the customer on 7/12/22 and notified that a full  refunds of $99.84 was issued for the order at hand. Medix Select has steps and procedures in place to ensure escalation of this type are handled with care. Additional steps were taken on training to ensure this does not occur in the future to any customer.

  We appreciate the customer for their understanding and hope we may resolve any future concerns directly.

  Kindest regards,

  Medix Select

  RE: 12052110
  

  Customer response

  07/22/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I signed up for an introductory product, Arterin, for $4.95. I did not realize I was immediately enrolled into a 3-month supply. They sent me three more bottles- a 3-month supply and debited my account $79.90. I contacted the company explaining I did not want to be enrolled- I simply wanted to try it out. I sent it back and they credited my account. Over- right? NO. On March 1st, my account was DEBITED AGAIN. They refuse to listen. I just sent a copy of my bank statement. All they tell me is my account has been credited. I want a refund.

  

  Business response

  03/23/2022

  Steven Platt
  633 Cabin Ln
  Selah, WA 98942
  
  Mr. ******
  

  Medix Select received your complaint issued to the Better Business Bureau. Your complaint states “I signed up for an introductory product, Arterin, for $4.95. I did not realize I was immediately enrolled into a 3-month supply. They sent me three more bottles- a 3-month supply and debited my account $79.90. I contacted the company explaining I did not want to be enrolled- I simply wanted to try it out. I sent it back and they credited my account. Over- right? NO. On March 1st, my account was DEBITED AGAIN. They refuse to listen. I just sent a copy of my bank statement. All they tell me is my account has been credited. I want a refund.”
  

  You ordered Arterin through a Free Trial Offer Online on December 29, 2021 at 2:12PM EST.  To complete the order, you need to agree to our terms and conditions by checking the provided box indicating you have read and understood the terms and conditions of the Free Trial Offer. The terms and conditions state that you were only responsible for paying shipping and handling for the first bottle of Arterin and that if you did not cancel your account within the first 27 days you would be enrolled in the Smart Ship Program and would receive a 90-day supply of Arterin every 3 months thereafter. We ensure that our customers are fully aware of how the offer works; therefore, provide the terms and conditions of the offer in multiple ways. Find those attached below. (Screenshots of the ordering page, Email Order Confirmation sent, Example of the Packing Slip and a Welcome Letter received with your first bottle. ALL communications provide the offer description, terms and conditions as well as cancellation process).  As an additional reminder we sent an e-mail to [email protected] that your credit card will be charged $79.90 for the first subscription payment in the next Seven (7) days.   We also include ways to cancel, contact us or make changes to your order in that same e-mail. (Find copy of the email attached as well.)
  

  We originally received your communication through our Contact Us Page online on Saturday, January 29, 2022 at 08:09 PM EST to cancel your subscription on your Smartship of Arterin.  Please note, your request was received three (3) days after your subscription processed and your order shipped on January 26, 2022 at 10:02AM.  Per your request we cancelled your account on the next business days, Monday, January 31st, 2022. You were advised via email of the reason for the charge as well as returns instruction. As you mentioned on your complaint, we received your returned product and you were refunded for the order in full on February 9th, 2022. Refund confirmation email was sent on the day of the refund. You requested additional credit for the return label, an overdraft fee you incurred on as well as an additional charge that we could not account for in our bank transactions. We attempted to explain via several emails that unfortunately, we would not be able to refund beyond what was originally charged for the order. Find attached our Returns Policy.  
  

  We have confirmed with our credit card processor that no further charges were made to your account after January 26th, 2022.
  

  Thank you for providing us an image of your Credit Card Statement. We noticed, per your image, on 02/03/2002 your bank credited your account $79.90.  On 02/09/2022 Medix Select issued a credit for $79.90.  It looks, from your provided image, that your bank saw you were credited twice and reversed their credit from 02/03/2022 on 03/01/2022.   The charge you see on March 1st, 2022 was NOT an initiated charge by Medix Select. Please find a copy of the image your sent attached.
  

  On behalf of Medix Select, I would like to apologize for any misunderstanding you may have encountered. We have strict measures in place to ensure customer understand the terms of the Free Trial.  Our goal is to ensure our customers try our products without risk and if they love it, then continue to receive it.  Your account was cancelled per you request on January 31st, 2022, nothing further will be charged or shipped from your account.
  

  Again, we appreciate your interest in Medix Select’s products and wish we could have resolved this issue without the use of the BBB complaint process. In the future, if you have any questions or concerns regarding Medix Select, please contact me directly and I will do everything I can to resolve the problem for you.  We hope that the refund you received and this letter are satisfactory to consider the matter closed.
  

  Regards,
  ***** *****-*******
  Operations Manager – Medix Health LLC.
  (O) ************
  **********************
  Cc:  BBB SE Florida
  RE: 11988470

*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. ↩