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:11/17/2023

  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 ordered this product and they overcharged me at first gave me the $80 refund that was due to me. The product did not work and there was a 60 day money back guarantee or I wouldn't have bought as much as I did they are refusing the guarantee. They are saying it was only 30 days which is a complete lie I ordered on September 26th and I asked for a full refund on 11/16/23. They finally said ok well give you ***** back but that's it. They still owe me $99.86.

  Business Response

  Date: 11/20/2023

  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 issued a refund of $99.39 to keep the products.
  

  Rest assured, the account is canceled and you won't receive any further charges. 
  
  
  Thank you
  
  

   

• Initial Complaint

  Date:11/15/2023

  Type:Billing 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.

  Date of transaction 11/1/23 Ordered one bottle they shipped five & charged my credit card $198.78. I immediately alerted the card provider this was a *********** was cancelled. Now this company wants me to PAY to return their product I never ordered! They need to pay for the return shipping! This company should have any license they might have revoked I see nothing but similar complaints on your website of "bait & switch operation!"

  Business Response

  Date: 11/16/2023

  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.
   
  We list this cheaper product price on our packages not to mislead, but to show the savings customers can have by purchasing the larger packages. We do provide the total price for each package right under the offers to avoid any confusion.

  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

  Customer Answer

  Date: 11/16/2023

   
  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 as long as I don't have to pay to ship this product back I will accept their offer.  They have to be aware of the situation though because the first thing they do when you call concerning this is offer $50 off then $70.  They know they are misleading the public in their sales practices.  I will discard their product but not return it , correct?
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/06/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  - [WPN-KLFLK-647] This may be my invoice # since I never received an invoice. On September 19 I saw this ad for keto gummies, one jar for $59.00 with another jar free, no shipping and refund if unhappy. I ordered. Got no invoice and was billed $143.39. I immediately cancelled and told them not to ship.3 days later I got the product. I contacted customer care and was told they needed a picture of the product before they would refund. Since then it has been 3-5 days for this, then another **** days for that then my bank wouldn't accept the refund. Now I am waiting for an eCheck. Another **** days. They are even charging me for a return shipping fee that I paid. They can take your money in an instant .Why can't they return it in a month and a half. The last **** days was up October,30th and still no refund. The only paperwork I have from them is 18 emails putting me off.

  Business Response

  Date: 11/07/2023

  Hello *********,
  
  I hope this letter finds you well. We sincerely apologize for the delay you have experienced in receiving your refund. We understand the inconvenience this has caused you and would like to assure you that we are taking immediate steps to rectify the situation.
  
  The delay in issuing your refund was due to an unforeseen internal issue that temporarily affected our refund processing system. Please accept our sincere apologies for any frustration or inconvenience this delay may have caused you.
  
  We are pleased to inform you that our team is actively coordinating with our finance department to expedite the processing of your refund through an Echeck. This method has been chosen to ensure a swift and secure transaction. We understand the urgency of your situation and are committed to resolving it as promptly as possible.
  
  Rest assured, our dedicated team is closely monitoring the progress of the refund process. We will personally reach out to you as soon as we receive updates regarding the status of your refund. Our goal is to provide you with a seamless and hassle-free experience moving forward.
  
  Once again, please accept our sincerest apologies for any inconvenience caused by this delay. Your satisfaction is of utmost importance to us, and we are committed to resolving this matter to your complete satisfaction.
  
  Thank you

  Customer Answer

  Date: 11/08/2023

   
  Complaint: 20824256
  
  I am rejecting this response because:
  I have 18 previous 'explanations' and still no refund. It is always another departments problem. First warehouse, then inspection, then another department and now it's billing. Surely there is someone there to write an echeck. I just found another ad with their "refund" within 30 days policy advertised. All I want is my money

   

   

   

   

   

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

  Business Response

  Date: 11/09/2023

  Hello *********,
  
  We would like to apologize for the delay that has taken place to refund your money for ACV For Keto Health products. There have been some problems processing a refund. This is a banking issue that we are still working on.
  
  We are doing the best that we can to fix the problems, and assure you that you will receive your refund as soon as possible. This matter will have to be escalated to our billing department to confirm whether or not the reimbursement was successful. Once we receive a response, we will reach out to you to clarify further. Your patience is much appreciated. 
  
  Thank you for being patient with us and be assured that we value you as one of our top customers.
  
  

  Customer Answer

  Date: 11/14/2023

   
  Complaint: 20824256
  
  I am rejecting this response because:
  I am still waiting for my refund. Again it is another problem that is delaying my refund. This company needs help with all their departments. I still want my refund

   

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

• Initial Complaint

  Date:11/02/2023

  Type:Billing 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 one bottle at 59$ they charged me an additional 198$I called one hour after making the order to cancel after realizing this was a scam and they told me they could not cancel it. I alerted my bank who has opened a dispute and credited me back the charges. Suspicious that they may have also put me on an auto replenishment my bank cancelled the credit card. This may not be over if they dispute it since they already shipped the product to me which my bank told me to hold and return it. Not sure how and Im not paying shipping. They should have canceled and not shipped in the first place. This will be resolved but I just want to alert people and the BBB that this is a SCAM! Companies that operate like this should not be allowed to distribute products that people actually ingest, god knows whats in them.BTW initially Capitol One denied the charges aware it was a Scam but ********** did not on our second try. So live and learn

  Business Response

  Date: 11/03/2023

  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. You also placed an additional order of the **** For Keto Health Cleanse - 2 Bottles) for which you paid $59.99.
   
  We list this cheaper product price on our packages not to mislead, but to show the savings customers can have by purchasing the larger packages. We do provide the total price for each package right under the offers to avoid any confusion.

  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

  Customer Answer

  Date: 11/10/2023

   
  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:11/01/2023

  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 order a bottle of Keto gummies for $29.00 and they charged my credit card $198.79. I immediately emailed them to cancel the order. I then called them to cancel the order. They would not do so.

  Customer Answer

  Date: 11/01/2023

  After I cancelled IMMEDIATELY after ordering. I received this email TODAY telling me that they will only communicate with me and my BANK??? 

  Business Response

  Date: 11/02/2023

  Hello ******,

  We sincerely regret any inconvenience you may have experienced and can assure you that we are doing everything possible to resolve your issue. We ensure that important matters like this are dealt with appropriately.
  
  We apologize if the pricing structure was not clearly communicated during your purchase. We display the discounted price on our packaging to highlight the savings customers can enjoy by purchasing larger packages.
  
  As a one-time courtesy, we went ahead and issued a refund of $198.78 today. You should see a credit in your account in the next **** business days.
  
  Rest assured, the account is canceled, 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:11/01/2023

  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.

  See attachment two that describes what happened to me.

  Business Response

  Date: 11/02/2023

  Hello ******,

  We sincerely regret any inconvenience you may have experienced and can assure you that we are doing everything possible to resolve your issue. We ensure that important matters like this are dealt with appropriately.
  
  We apologize if the pricing structure was not clearly communicated during your purchase. We display the discounted price on our packaging to highlight the savings customers can enjoy by purchasing larger packages.
  
  As a one-time courtesy, we went ahead and issued a refund of $258.77 today. You should see a credit in your account in the next **** business days.
  
  Rest assured, the account is canceled, 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.
  

  Customer Answer

  Date: 11/02/2023

   
  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:10/26/2023

  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 DID NOT ORDER A 3RD SUPPLY OF THESE SO-CALLE WEIGHT-LOSS GUMMIES YET A 3RD ORDER JUST ARRIVED, 5 CONTAINERS, AT $198.78.I AM ATTEMPTING TO RE-CONTACT THE COMPANY AND AGAIN CANCEL ANY FURTHER SHIPMENTS AND ANY FURTHER CHARGES TO MY CREDIT CARD.I AM ALSO TELLING MY CREDIT CARD COMPANY TO BLOCK/DECLINE ANY FURTHER CHARGES TO MY CREDIT CARD FROM THIS "COMPANY."HOPING TO GET MY MONEY BACK WHEN I RETURN THE PRODUCT BY MAIL TOMORROW BUT AFRAID THEY ARE A FLY-BY-NIGHT SCAM.HELP.*****************

  Business Response

  Date: 10/27/2023

  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:10/24/2023

  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.

  ACV for Keto Health - I saw an advertisement to trial two (2) bottles of Keto weight lost products so I ordered the bottles on-line. I received two (2) bottles, then three (3) more. While I was trialling the product, I received another shipment of five (5) additional bottles that were subsequently charged to my credit card. This charge was not authorised by me. I returned the product, five (5) bottles, received a $70 credit and was told I'd get the balance owed of $128 in 4-6 weeks.After practically 8 weeks, and multiple emails I received a email crediting be $78, the explanation was I was responsible for a $10/bottle repackaging fee. They shipped and charged my credit card without my permission, doesn't that constitute fraud. They advertised a trial and there was no mention of automatic shipments, doesn't that constitute false advertising? I tried to settle for the remaining $50 since it was their errant shipment. But to no avail. ACV was willing to give me $25 to settle, yet when I did nothing wrong it should cost me $25? Matter of principle now. I can't be the only unhappy customer that has questioned their business tactics?

  Business Response

  Date: 10/25/2023

  Hello ****,

  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 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 $50 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.
  
  

• Initial Complaint

  Date:10/24/2023

  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 placed an order on a Saturday afternoon, October 21, 2023. After seeing that the amount was different than the amount I thought I was being charged, I immediately contacted them and canceled the order. I received an email the next day offering an additional $70.00 off. I immediately responded that I do not want the product and to cancel immediately. On Monday, I received an email indicating that it was too late to cancel the order as it was already forwarded to their fulfillment center. Not sure why they forwarded to their fulfillment center when I immediately canceled and they acknowledged/confirmed receipt of this cancellation request. Very deceptive business practice!

  Business Response

  Date: 10/25/2023

  Hello *****,

  We sincerely regret any inconvenience you may have experienced and can assure you that we are doing everything possible to resolve your issue. We ensure that important matters like this are dealt with appropriately.
  
  We apologize if the pricing structure was not clearly communicated during your purchase. We display the discounted price on our packaging to highlight the savings customers can enjoy by purchasing larger packages.
  
  As a one-time courtesy, we went ahead and issued a refund of $198.78 today. You should see a credit in your account in the next **** business days.
  
  Rest assured, the account is canceled, and you won't receive any further charges. Thank you for being so patient.
  
  

• Initial Complaint

  Date:10/23/2023

  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.

  An order was processed with a company called ACV Health PO Box ***** Las Vegas ** *****. Not even sure how the order was processed but they are now sending me keto gummies monthly in large amounts and charging my bank card. I am unable to contact them and would like whatever was purchased canceled and all charges to stop.

  Business Response

  Date: 10/24/2023

  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. Rest assured that your account has been closed, and no further charges will be made.

  Customer Answer

  Date: 10/24/2023

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