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:12/05/2023

  Type:Delivery 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.

  Ordered 1 jar, received 2, following month they sent two more and charged my credit card again. I did not authorize them to send additional product nor did I order additional and I certainly did not authorize them to charge my card.

  Business Response

  Date: 12/07/2023

  Hello,

  We appreciate you making us aware of your negative experience. While we'd love the opportunity to regain your trust, we understand how frustrated you must be. Our deepest apologies for any inconvenience this may have caused you.
  

  We understand that it might have been possible for you to overlook the terms and conditions. If you do not cancel your account within 30 days of the order date, your initial purchase automatically enrolls you in a monthly auto-ship program. We've looked into the issue, and unfortunately, we can provide no further assistance on your account since you went through the chargeback process with your bank instead of working with us. I want to assure you that all your accounts with us have been closed. In this case, please do coordinate with your bank.
  
  Thank you for understanding. If you need anything else, let me know if I can help.
  

  
  

• Initial Complaint

  Date:12/05/2023

  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.

  In May 2023, I ordered gummies for $198.78. I received a second shipment and was charged another $198.78 on August 25, 2023. I called to inquire and was told it was a subscription that was reoccurring. I canceled it THAT DAY. To my surprise, I was charged AGAIN on November 25, 2023 and charged ANOTHER $198.78.

  Business Response

  Date: 12/07/2023

  Hello,

  We appreciate you making us aware of your negative experience. While we'd love the opportunity to regain your trust, we understand how frustrated you must be. Our deepest apologies for any inconvenience this may have caused you.
  

  We understand that it might have been possible for you to overlook the terms and conditions. If you do not cancel your account within 30 days of the order date, your initial purchase automatically enrolls you in a monthly auto-ship program.

  We've looked into the issue, and unfortunately, we can provide no further assistance on your account since you went through the chargeback process with your bank instead of working with us. I want to assure you that all your accounts with us have been closed. In this case, please do coordinate with your bank.
  
  Thank you for understanding. If you need anything else, let me know if I can help.
  
  

  Customer Answer

  Date: 12/07/2023

   
  Complaint: 20956854
  
  I am rejecting this response because I attempted to work this out with them and cancel the shipments back in August and they ignored my request by shipping out another unwanted order! They are using the excuse that they cannot do anything for me because I contacted my bank to cancel payment when that was my ONLY option since they wouldn't cancel my account. This has been an ongoing problem with this company from the complaints that I have read. I want the account closed and to remain closed. They told me in August that it was being closed and they didn't do it. Why should I believe them now?

  Sincerely,
  
  *************************

  Business Response

  Date: 12/11/2023

  Hello,

  We apologize for the inconvenience it has caused you. Unfortunately, we can no longer process any refund on your account since you have already filed a dispute with your bank. We cannot process a refund because you have already requested one with them, which means that they already gave you or are going to give you the amount disputed. The best resolution is to coordinate with your bank regarding this matter. Thank you.
  
  

• Initial Complaint

  Date:12/04/2023

  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 ordered 6 month supply June 2023 which I got but then I was charged me for a second 6 months Dec 2023. I never signed up for recurring charges. In fact I was never even able to confirm the details of my order or confirm cost before the order was placed. I considered that my own fault for trusting an online company but I will not accept a recurring charge I never agreed to. In addition the product is garbage Im and I doubt it is anything more than corn syrup and gelatin. It did not do as promised and has no health value that I can determine. I lost no weight.

  ---

  Received an email from the consumer:

  From: <**********************************>
  Date: Mon, Dec 4, 2023 at 10:22?AM
  Subject: Message from BBB.org
  To: <**********************************>
  
  I filed a complaint about ACV Keto for Health but discovered more information. I called and was told to reply to the confirmation email once sent. I just did some further investigation and found out I have been charged monthly for what was supposed to be a one time charge for a six month supply. The amount I was charged total - above the initial cost which is on me - was $1192.68. THIS IS A SIGNIFICANT DIFFERENCE SO PLEASE ADJUST THE AMOUNT IN MY COMPLAINT.

  Thank you. 
  Sent from ***********************

  Business Response

  Date: 12/07/2023

  Hello,

  We deeply apologize for any inconvenience you may have encountered and want to assure you that we are actively working towards resolving your issue. We prioritize important matters like yours and strive to handle them appropriately.
  
  We understand that it might have been possible for you to overlook the terms and conditions. If you do not cancel your account within 30 days of the order date, your initial purchase automatically enrolls you in a monthly auto-ship program. However, as a one-time courtesy, we have proceeded to issue a full refund of $198.78 today. You should expect to see the credited amount in your account within the next **** business days.
  
  Please rest assured that your account has been successfully canceled, and you will not incur any further charges or receive any additional shipments.
  
  We greatly appreciate your patience throughout this process. If there is anything else we can assist you with, please do not hesitate to let us know. 

  Customer Answer

  Date: 12/07/2023

   
  Complaint: 20954948
  
  I am rejecting this response because: All I ever got was this one confirmation page that an order was placed. I never agreed to terms and conditions. As soon as my credit card number was entered and I hit next the order was completed without the ability to see my total or read any terms or conditions. I have no phone number to call to cancel. No email or correspondence ever sent. So I had no ability to accept terms or to cancel within 30 days. This is a scam and you will be reported for fraud either way, but please do refund the last charge AND MAKE SURE TO NEVER CHARGE ME AGAIN. I still expect 4 more months of refunds I only agreed to the first payment.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/11/2023

  Hello,

  We appreciate you making us aware of your negative experience. While we'd love the opportunity to regain your trust, we understand how frustrated you must be. Our deepest apologies for any inconvenience this may have caused you.
  

  As part of our terms and conditions, it was stated that if a customer does not cancel their account within 30 days of the order date, their initial purchase automatically enrolls them in a monthly auto-ship program. We regret to inform you that we did not receive any request to cancel your account within the specified time frame.  In addition, please be advised that charges beyond 30 days are no longer eligible for refunds
  
  As a one-time courtesy and in recognition of the confusion surrounding your order, we have taken the initiative to issue an additional refund, amounting to $397.56 today. Please allow **** business days for the refund to reflect on your account. We assure you that your account has been canceled, and there will be no further charges or shipments from our end.

  Customer Answer

  Date: 12/12/2023

   
  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

  Date:11/30/2023

  Type:Delivery 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.

  My wife made a one-time purchase of some gummies in October from ACV for Keto Health, which is also known as ACV for Health on the product order (showed up as "TRelief*0D20 *******, **" in our bank account), and unbeknownst to her, was charged more than she thought (she thought she was paying $60). SHE DID NOT AUTHORIZE ANY OTHER TRANSACTIONS, but on November 24th, was charged $198.78 for another shipment which was not recognized until the product arrived in the mail on 11/29. It showed up on our account as "************* *******, **". We do not want it. I called the "customer hotline" but was told they could not find the account in order to issue a refund. I found the original order, used the completely different "customer support" phone number and order number to cancel the account, but they refused to issue a refund unless we shipped the product back on our own dime. They refused to send a shipping label. They offered to send an email with a link to the website explaining their policy "in 24 to 48 hours," but every web site associated with this company is either "error 404 not found", or just a single page with contact information, or is blocked by our internet security for containing malware. Our only recourse seems to be to go through our credit union to dispute this unauthorized transaction. I will be contacting the Consumer Affairs Response Team of my state's *********************** to file a complaint.

  Business Response

  Date: 12/01/2023

  Hello,

  We deeply apologize for any inconvenience you may have encountered and want to assure you that we are actively working towards resolving your issue. We prioritize important matters like yours and strive to handle them appropriately.
  
  We understand that it might have been possible for you to overlook the terms and conditions. If you do not cancel your account within 30 days of the order date, your initial purchase automatically enrolls you in a monthly auto-ship program. However, as a one-time courtesy, we have proceeded to issue a full refund of $198.78 today. You should expect to see the credited amount in your account within the next **** business days.
  
  Please rest assured that your account has been successfully canceled, and you will not incur any further charges or receive any additional shipments.
  
  We greatly appreciate your patience throughout this process. If there is anything else we can assist you with, please do not hesitate to let us know. 

• Initial Complaint

  Date:11/30/2023

  Type:Delivery 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.

  November 7 ****** and ***** were taken out of my account November 16 *** shipped the product back November 18 deliver back to you I NEVER ORDERED THIS PRODUCT !!!2 typed letters were put in the returned package from the bank saying there was no hold on my account The ************** are telling me they have to have a 3 way call My bank said its sounds suspicious

  Customer Answer

  Date: 11/30/2023

  They also accused me of opening one of the jars, 

  when I shipped their package out(November 16) it cost me ***** from **** it would be nice to get the shipping money back! Thanks, ***********************

  Business Response

  Date: 12/01/2023

  Hello,

  We appreciate you making us aware of your negative experience. 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.
  
  Please accept our apologies for the delay in your refund. I already escalated this issue to our billing department and found out that there was a system error. I processed your full refund of $258.77, and you will receive it via E-Check. Please check your email ************************** within **** business days.
  
  Again, my deepest apologies for any inconvenience we have caused you. Please let us know if you have any additional questions, concerns, or comments or if we may be of assistance at any point in the future.
  
  

  Customer Answer

  Date: 12/11/2023

  I wanted to know if the 2 responses are legit? Waiting for an *******

• Initial Complaint

  Date:11/27/2023

  Type:Delivery 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.

  Utilising my credit deals without consent continually sending unwanted merchandise gumming bears and keto tablets. Please cease immediately failure to do so will warrant legal procedure.

  Business Response

  Date: 11/28/2023

  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 went ahead and issued a full refund of $198.78 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:11/21/2023

  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 originally purchased this product as advertised for $39.99 and was billed $258.77 and have emailed them, returned the product to them unopened per emails that were sent back and forth (attached). They said that it would take 5 to 7 business days to refund the monies and to date, no refund has happened. It was false advertising to begin with and once they received their package unopened and checked in they should have refunded the monies due. ********************** is the tracking number via **** and the package did arrive on 11/6/2023 as they did tell me this also in an email they sent back to me (attached). I just want my money back. The order is #**-RHN-DDXDX-0**.Thanks for your help.

  Business Response

  Date: 11/23/2023

  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. 
  
  I've looked into your account, and as per checking we already processed the full refund of $188.77 back to your card on 11/21/2022. Please allow **** business days depending on your bank's processing time, for the credit to reflect in your account. You can also coordinate with your bank on the refund that was processed.
  
  Please let us know if you have any additional questions, concerns, or comments or if we may be of assistance at any point in the future.
  
  

  Customer Answer

  Date: 11/27/2023

   
  Complaint: 20900021
  
  I am rejecting this response because:

  On 10/22/23 $258.77 was deducted from my bank account. On 11/21/23 they deposited $178.67. 

  I want the difference of $80.10 put into my account. I did send their product back to them which was an additional $26. & change & am not asking for that back, just what was originally taken.

  I done everything on my part getting the product back to them unopened, and insured.

  I feel they should do right & refund what was originally taken as its the proper thing to do.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 12/01/2023

  Hello,

  We value our customers' feedback, and we apologize if there was any confusion regarding our return and refund policy, specifically the restocking fees associated with returned items.
  
  While our policy does outline restocking fees for returned products, we recognize that your situation may have warranted a different approach. As a one-time courtesy and to ensure your satisfaction, we waived the restocking fees and issued an additional refund of $70 to your account today. You should see the amount credited to your account within **** business days. This refund is in addition to any refund you have already received for the returned product.
  
  We greatly appreciate your patience throughout this process. If there is anything else we can assist you with, please do not hesitate to let us know. Rest assured that your account has been closed, and no further charges will be made.

  Customer Answer

  Date: 12/04/2023

   
  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.

  Currently the refund(s) are pending at my bank, but I believe it will be fine as they have refunded the other funds so am confident thst they are doing the right thing.

  I appreciate all of your help getting this matter settled.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/20/2023

  Type:Delivery 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 never ordered this product costing $198.78.

  Business Response

  Date: 11/21/2023

  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 went ahead and issued a full refund for the second 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:11/20/2023

  Type:Delivery 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 ordered one bottle of ACV for Keto Gummies at $59 and received 6 for $198. The I received another 6 and was charged $198. I did not order these and do not wish to continue using this product. It seems that I am on some kind of monthly shipment. I would like to be refunded the full amount and for all shipments and ******** to stop immediately. There is not shipping document or Invoice. My Credit card has just been charged twice.

  Customer Answer

  Date: 11/20/2023

  Thank you for the response. I reached out to the business over the weekend and received an authorization to return the product. I shipped it today and they told me that they would refund my credit card upon receiving the product. Also, I asked them to cancel the monthly subscription that i didn't order and they provided me with a cancellation code. Hopefully both of these will take place. Will keep you advised of status. 

  Thank you again 

  Business Response

  Date: 11/21/2023

  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 went ahead and issued a full refund for the second 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:11/20/2023

  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 had placed my order for gummies on a Shark Tank website , 3 bottles for ***** after I put in all my information and pushed buy ,and it quickly went to another website and charged me ****** , I had no way to cancel it! I have a fraud investigation with my bank . It was a total bait and switch scam ! And now everyone is saying that they charge you every month!, not sure what to do?

  Business Response

  Date: 11/21/2023

  Hello,

  We do apologize for the confusion. We would be more than happy to clarify any misunderstanding with your order. You can get this discounted price of $39.75 if you will purchase a bundle, the more bottles more discounts you can get. The deal is $198.78 for 3 bottles so each bottle is $66.26. We are including 2 free bottles in that package so that brings the price down (divide $198.78 by 5) to $39.75 for each bottle.

  As a one time courtesy, we went ahead and issued a full refund as the customer requested. 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