Complaints

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:02/09/2024

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  I signed up as a one time delivery to a company called lean life keto- to try their product. I did not receive the product that I had signed up for- was supposed to be gummies- I received capsules. That was in Jan ****. On feb 5/24 my **** was billed again for $379.21- I did not request another shipment. I emailed the company only to have the email bounce back to me- I cannot reach them. I do not want the product any longer- I cannot reach them to cancel the product.

  Business Response

  Date: 02/12/2024

  Hello *******,

  We sincerely apologize for the inconvenience that this situation has caused you. Regrettably, we are unable to find any records of your account within our system. To expedite the resolution of this matter, we kindly request you to provide us with essential details such as your account name, number, order ID, or any other relevant information. This will enable us to promptly address your concerns and provide a satisfactory solution. Thank you for your understanding and cooperation.

  Customer Answer

  Date: 02/13/2024

   
  Better Business Bureau:

  I sincerely apologize to this company for filing a complaint- when I tried to research the company that I was so dissatisfied with this was the name that came up- it is the wrong company. I wish to withdraw my complaint 
  
  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

  Date:01/15/2024

  Type:Billing 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.

  I placed an order for what I thought was 1 bottle of Keto Gummies. However the transaction on my ********** Credit card shows 5 bottles of Keto Gummies and 1 bottle of ***************** The amounts indicated are as follows. 5 Keto gummies Bottles - $ 282:22. And. 1 . Green *** Bottle - $90.40. Please be advised these is not the intended purchase, And I will expect a refund as an honest company would for for its new customers.

  Business Response

  Date: 01/16/2024

  Hello,

  We sincerely apologize for the inconvenience that this situation has caused you. Regrettably, we are unable to find any records of your account within our system. To expedite the resolution of this matter, we kindly request you to provide us with essential details such as your account name, number, order ID, or any other relevant information. This will enable us to promptly address your concerns and provide a satisfactory solution. Thank you for your understanding and cooperation.

• Initial Complaint

  Date:11/13/2023

  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.

  I wanted to try ONE order of these ACV gummies in Aug. 2022. I was very clear about that on the phone. They tried to sell me a subscription and I REFUSED. However, I now realize that they have been charging my **** Card $****** a month, each and every month since then. When I called they offered to refund me the one shipment they had in the mail, but said they could do nothing about any of the others. So Sept 2022 - Sept 2023 they have been charging $ ****** for 12 months, for a grand total of $1,430.28! I would like a full refund of $1,430.28, as I did NOT agree to a subscription. These practices are deceptive and must be stopped!

  Business Response

  Date: 11/14/2023

  Hello *****,
  
  We do apologize for any inconvenience this may have caused you. If you have not cancelled your account has rolled into a monthly subscription as agreed to by the terms and conditions (you had to agree to the terms to be able to place the order). We did not receive a cancellation request from you in the allotted time, so we naturally assumed that you were satisfied with the product and charged you accordingly, as agreed to by the Terms and Conditions.
  
  As a one time courtesy, we issued a full refund for the last order without the need to return the products. Please allow **** business days depending on your bank's processing time for the credit to reflect back to your account.
  
  Rest assured, the account is canceled and you won't receive any further charges.
  
  Thank you

• Initial Complaint

  Date:01/20/2023

  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 April 15, 2022 I placed an order for keto weight loss formula. They sent me five bottles of apple cider vinegar gummies. This was intended to be a one time transaction. They have sent me five bottles of apple cider vinegar every month and charged my credit card approximately $150. *** attempted to contact them to get this terminated but I have gotten no response. I have emails of them refunding me a one time amount but the monthly charges are still continuing. I have left voicemails and sent emails and still no resolution. I seek to get this terminated, and possibly a refund of some of my money.

  Business Response

  Date: 01/24/2023

  Hello Karen,

  We regret any inconvenience that the customer has experienced, and we assure you that we are doing everything possible to resolve their complaint. We take great care to ensure that important matters such as this are properly managed. 
  
  We highly apologize that you may have overlooked the terms. Your initial purchase rolls into a monthly auto-ship program if not cancelled 30 days from the order date. As a one-time courtesy, we went ahead and issued a refund of $279.96 for the last two shipments without the need to return the products. You will receive your refund in a form of an electronic check. Please check your email (************************) within 7-10 business days.
  
  Rest assured, the account is cancelled and you won't receive any further charges and shipments. Thank you for being so patient. If you need anything else, let me know if I can help.
  
  

• Initial Complaint

  Date:01/03/2023

  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.

  Started ordering this in february of 2022 knowing it would be $199 but I never agreed to this subscription I am apparently on which bills me $199 every month! I am not a person who has alto of money but I didnt notice because I recently received a small settlement because my house burned down and I got insurance money but I caught on rather quick once this started to happen every month and have tried to contact this company to stop it with no actions or response from them at all!!

  Business Response

  Date: 01/04/2023

  Hello ******,

  We regret any inconvenience that the customer has experienced, and we assure you that we are doing everything possible to resolve their complaint. We take great care to ensure that important matters such as this are properly managed. 
  
  We highly apologize that you may have overlooked the terms. Your initial purchase rolls into a monthly auto-ship program if not cancelled 30 days from the order date. As a one-time courtesy, we went ahead and issued a refund of $399.96 for the last two shipments without the need to return any of our products. Please allow **** business days depending on your bank's processing time, for the credit to reflect in your account.
  
  Rest assured, the account is cancelled, and you won't receive any further charges. 

  Thank you for being so patient. If you need anything else, let me know if I can help.

• Initial Complaint

  Date:12/01/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  I have been trying to receive a refund for 2 monthly shipments for the past 5 months. I had originally filed a complaint through here and they agreed to make these refunds. They have told me several different things. Originally they told me that the refunds were made to my bank at the beginning of October, but the credits never reflected. When I contacted them (if they actually responded) they would continue to provide different information. They later stated that I had to call to speak with a representative. I made the call and was told that they could not provide me with transaction information for the refunds. I called a second time and was told that I was going to receive an e-check in my email 2 weeks ago. That has also not been received and I have checked all folders. I have since sent 2 emails requesting information and I do not get a reply.

  Business Response

  Date: 12/06/2022

  Hello ******,

  We appreciate you making us aware of your negative experience. We strive to provide excellent customer service in a timely manner, and we apologize for the inconvenience this has caused. 

  We apologize for the long wait for your refund. We verified that your refund through e-check amounting to $399.76 was already submitted to your email address ************************** on 12/02/22. Kindly double-check your inbox, spam, and junk folders to look up the refund we sent.

  Thank you for being so patient. If you need anything else, let me know if I can help.

  Customer Answer

  Date: 12/08/2022

   
  Complaint: 18490216
  
  I am rejecting this response because I went through all of the steps on December 2 for this to be processed and it has yet to be deposited into my bank account.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 12/08/2022

  Hello ******,

  We apologize for the late long wait, we already verified that your refund for a total of $399.76 through e-check was already submitted to your email address ( ************************ ) on 12/02/22. Kindly double check your inbox, spam and junk folders to look up the refund that we sent.

   

  Thank you

  Customer Answer

  Date: 12/09/2022

   
  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.  Payment has reflected in my bank account.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/11/2022

  Type:Service or Repair 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.

  I order one time and they kept sending me bottles. I have a lot of unopened bottles I did not agree to re-occurring shipments. I want to send all unopened bottles I did not order back for a refund.

  Business Response

  Date: 10/14/2022

  Hello ***,

  We regret any inconvenience that the customer has experienced, and we assure you that we are doing everything possible to resolve their complaint. We take great care to ensure that important matters such as this are properly managed. 
  
  We highly apologize that you may have overlooked the terms. Your initial purchase rolls into a monthly auto-ship program if not cancelled 30 days from the order date. As a one-time courtesy, we went ahead and issued a full refund of $239.96 as a one-time courtesy. Please allow **** business days depending on your bank's processing time, for the credit to reflect in your account.
  
  Rest assured, the account is cancelled, and you won't receive any further charges. Thank you for being so patient. If you need anything else, let me know if I can help.

• Initial Complaint

  Date:10/04/2022

  Type:Product Issues
  Status:

  ResolvedMore 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 07/17/22, I place an online order for 5 bottles of ACV gummies at a cost of $199.99 which I place on my MasterCard. The order arrived roughly three weeks later in the mail. About a week later, I was paying my Mastercard bill and discovered I had two charges from Keto Start: one dated 07/18/22 and one dated 08/19/22 for $199.99 and one $199.98 respectively. Since there was a phone number associated with these billing, I made several attempts to call prior to leaving on vacation, but was the wait time was excessive!Upon returning from vacation, 09/03/22 another shipment had arrived, at which time I stay on the phone until I was able to speak directly to someone about the problem. I was told when I placed the initial order of 5 bottles, a hundred and fifty day supply, I entered a membership that renewed monthly. I stated, I was unaware of this and wanted to cancel my membership, which they did. When I stated, I wanted to return the last order, they tried to talk me out of it. First, offering a 25 % discount and then a fifty % discount. Finally, they said they would refund my money for the second order, but I had to paid the return postage which I agreed.On 10/03/22 three weeks after delivery of my return and still no refund, I called to check the status. I was told they received my return and to expect a refund within two to three days. That same day, I received an email stating they repaid me as promised $149.99. First I have heard that amount, so I called again and saying there was a mistake. At that time they told me there was a $10 per bottle restocking fee. I said this is a scam, and asked to speak with someone who could speak for the company and its policies. She said it was she and this was all part of the membership. I asked to see documents which she stated I agreed to, but didnt produced them and hung up on me. In hindsight, this is a scam from start to finish and reflects poorly on the ****************, and the City of *******.

  Business Response

  Date: 10/12/2022

  Hello ****,
  
  We regret any inconvenience that the customer has experienced, and we assure you that we are doing everything possible to resolve their complaint.  We take great care to ensure that important matters such as this are properly managed. 
  

  We would be more than happy to clarify any misunderstanding with our Return & Refund Policy. If you are not entirely satisfied with your purchase, you have 30 calendar days to return an item from the date you ordered the products. To be eligible for a return, your item must be unused and in the same condition that you received it. It is also stated in our Terms and conditions that the customer will cover the cost of return and shipping, restocking, etc.

  As a one time courtesy, we went ahead and issued an additional refund of $50.00. Please allow **** business days depending on your bank's processing time for the credit to reflect back to your account.
  
  
  Rest assured, the account is canceled and you won't receive any further charges. 
  
  
  
  
  Thank you

  Customer Answer

  Date: 10/18/2022

   
  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,
  
  ****************************