ComplaintsforTheralogix LLC

• Initial Complaint

  11/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have several complaints against this company. They auto-refilled several orders that were NOT on any auto-refill program AND used a deleted credit card without my consent. Their customer service says they are updating my account - after I try myself - but it is never fixed. It is as if their site prohibits the updates on purpose. I want to delete my cards and my account but feel they will still retain my information and use it again without permission.

  Business response

  12/14/2022

  We apologize for any confusion or inconvenience you may have experienced with your recent request to delete your credit card information.
  Please be assured that deleting your credit card information does not automatically cancel any active auto-refill orders. This is to ensure that you do not experience any interruptions in your service.
  I've reviewed the account associated with your email address and have asked customer service to cancel all auto-refill orders and delete your account. I will also ask customer service to send a pre-paid label and process a refund for your last shipment.
  We are truly sorry for any frustration or confusion this may have caused. We value your business and want to make sure that you are completely satisfied with our service.

  Customer response

  12/20/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. However, if I attempt to login to my account and successfully get in, therefore confirming my account has not been deleted, I will file another claim as I have been told auto-refills have been cancelled before when they truly have not  

  Regards,
  *************************

  Customer response

  01/10/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  

  ---------- Forwarded message ---------
  From: ******* ***** <********@*****.com>
  Date: Mon, Jan 9, 2023 at 1:38 PM
  Subject: Complaint #******** Update
  To: [email protected] <[email protected]>
  

  
  To whom it may concern,

  My consent to the company - Theralogix - reply included a statement that I didn’t trust that their intended actions would be carried out. In fact, that is true. My account is still active & still has my credit card information on file, nor have I received anything in the mail as also stated by Theralogix. 

  
  

  Therefore, I want to reopen this complaint. 

  
  

  My regards, 

  ******* *****

  Business response

  01/13/2023

  We want to sincerely apologize for the mistake that occurred with your account deletion. We understand that this must have caused you a great deal of inconvenience and frustration, and for that, we are truly sorry.

  We have identified the issue and have taken steps to ensure that your accounts and credit information has been deleted. There were 2 accounts listed under your name. On 10/3/22 our records indicate an agent took your call and cancelled your active order for TheraCran One not knowing there was a second account in your name. On 11/25/22 another agent took your call regarding your original order being cancelled; however, you received notice of a charge for a refill order, again we are truly sorry for this.
  

  Our records indicate that your credit card information was removed on 11/27/22 so we were not able to process a refund back to that credit card. A refund check of $98.92 will be mailed to your address on file.
  

  Please accept our apologies for any frustration or inconvenience that you may have experienced because of this error. We value your patronage, and your satisfaction is of the utmost importance to us.

  Customer response

  01/18/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 

  HOWEVER --  Added statement - my Theralogix account is still open.  The cc information is gone and I did receive a check in the mail.  Please let the company know they still did not fully do what I asked and delete/deactivate my account. When I attempt to login, it should tell me NO account exists.
  
  Regards,
  
  ******* *****

• Initial Complaint

  06/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Theralogix LLC has messed up our bank account. They took several charges out as "pre-authorization." Some went back in and the amount of the product is still pending on the bank account but the original charges have never gone back in. If the full amount comes out again we will have paid over $500 for a product that is supposed to cost $261.04.

  Business response

  06/21/2022

  We understand that your issue has now been resolved, however I would like to still respond to your complaint so that you know that we appreciate your feedback, and that we will take the appropriate steps to improve our process.

  Theralogix only charges customers one time, when actual orders are shipped from our facility.  You may see a “pending charge” first because when you place your order, your credit card or debit card is "pre -authorized". This process confirms that the card details you have entered are accurate, and that the card is valid, and has funds available to complete the transaction.  Your credit/debit card company may place a hold equal to the amount of the purchase on your card, which will be released when your transaction is completed.  Some card issuers/banks may leave this hold on your account for 1-5 business days depending upon the policy of that specific card company or bank.  For further clarification on the pre-authorization and for the specific policy of your credit/debit card processor, please contact your credit/debit card company directly.

• Initial Complaint

  04/29/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  They charged me twice for the item I ordered

  Business response

  05/03/2022

  Theralogix only charges customers one time, when actual orders are shipped from our facility.  You may see a pending charge first because when you place your order, your credit card or debit card is "pre -authorized". This process confirms that the card details you have entered are accurate, and that the card is valid, and has funds available to complete the transaction.  Your credit/debit card company may place a hold equal to the amount of the purchase on your card, which will be released when your transaction is completed.  Some card issuers/banks may leave this hold on your account for 1-5 business days depending upon the policy of that specific card company or bank.  For further clarification on the pre-authorization and for the specific policy of your credit/debit card processor, please contact your credit/debit card company directly.

*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. ↩