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:02/20/2024

  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 do not know the date I have received two packages from pro health keto +acv P.O. Box ***** *********. I never placed any order for these all.. I want a refund on whatever they are using. Please stop this.

  Business Response

  Date: 02/21/2024

  Hello,
  
  We hope this message finds you well. We recently received your complaint regarding the refund request you submitted for your recent purchase. We understand your frustration and apologize for any inconvenience caused.
  
  Unfortunately, we are unable to process your refund at this time. It appears that you have already filed a dispute with your financial institution or payment provider. Once a dispute is initiated, the matter is taken out of our hands, and the resolution process is managed by the respective financial institutions involved.
  
  We recommend reaching out to your financial institution or payment provider to inquire about the status and progress of your dispute. They will be able to provide you with the most accurate and up-to-date information regarding the refund process and any potential reimbursement.
  
  We understand that this situation may be disappointing, and we sincerely apologize for any inconvenience caused. Should you have any further questions or concerns, please don't hesitate to reach out to us. We value your satisfaction and will do our best to assist you within the constraints of the dispute resolution process.
  
  Thank you for your understanding and patience.
  
  

• Initial Complaint

  Date:02/20/2024

  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.

  Please stop the monthly charges and the subscription. I signed up for the ProHealth Keto+ ACV . Every month they have a different name that they charge under (BrainXT*FW9 ********************* (9 Feb 24), R4leif1*JW5 ******* ** (5 Jan 24), and BoostP2*GW1 ******* ** (1 DEC 23). I have called their 1800 number and cannot get through and their website is not working. I would like this charge to stop and have no more items sent to me or charged.

  Business Response

  Date: 02/21/2024

  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 5-10 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:02/20/2024

  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 ProHealth Keto ACT but when the order was final, I did not get any type of total charge to agree to and could not verify the discount offered of 55% was applied. I immediately looked for a phone # and could not locate one. I did find an email address and so I emailed immediately (see email in my attached PDF). Feeling very uneasy about this company, I immediately contacted my credit card company to dispute the charge. I then received a new shipment in January and another in February. I was able to find a phone number for them today from the BBB website so I called to tell them I did not subscribe and canceled the original order. I have not opened any of the shipments and I want a total refund. They have only agreed to my last shipment and a refund of $198.78, even though my total charges are $596.34 for a product I did not want, I canceled and was still charged. This is a scam, the supervisor would not acknowledge that I originally canceled even though I have an email to prove it. This company should be shut down. They are theives.

  Business Response

  Date: 02/21/2024

  Hello,
  
  We hope this message finds you well. We recently received your complaint regarding the refund request you submitted for your recent purchase. We understand your frustration and apologize for any inconvenience caused.
  
  Unfortunately, we are unable to process your refund at this time. It appears that you have already filed a dispute with your financial institution or payment provider. Once a dispute is initiated, the matter is taken out of our hands, and the resolution process is managed by the respective financial institutions involved.
  
  We recommend reaching out to your financial institution or payment provider to inquire about the status and progress of your dispute. They will be able to provide you with the most accurate and up-to-date information regarding the refund process and any potential reimbursement.
  
  We understand that this situation may be disappointing, and we sincerely apologize for any inconvenience caused. Should you have any further questions or concerns, please don't hesitate to reach out to us. We value your satisfaction and will do our best to assist you within the constraints of the dispute resolution process.
  
  Thank you for your understanding and patience.
  
  

• Initial Complaint

  Date:02/20/2024

  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.

  We received our original order shortly 11-13-23 and the product did not work. On 12-23-23, we received an automatic shipment (that we did not request), and we were charged ******. We talked to customer service on ******. Was given a credit of ***** (for 1/2 of order) and on 1/3/24 was told that the remainder (*****) would be refunded when the package was returned. Package was returned via **** Priority Mail on 1-3-24. Package was received in ********* @ 1:57PM on 1/6/24. As of today, the remaining credit of ***** HAS NOT BEEN RECEIVED. We had filed a dispute with our credit card providing them with dates and names of the representatives we had spoken with and evidently the company denied they had ever promised a full refund. We have experienced and agree with all the other complaints. This company makes it very difficult to communicate with and never seems to give straight or consistent answers.

  Business Response

  Date: 02/21/2024

  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.
   
  As a gesture of goodwill and as a one-time exception, we went ahead and issued an additional refund of $59.75 effectively reimbursing the full amount of the refund, today. You can expect to see the refund reflected in your account within 5-10 business days. 

  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:02/20/2024

  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 did not order from the company and I have received three packages of two bottles of the product in three months and charged $119.49 each month. Each month is a different charge name and address on my bank account. I had to come here to find the phone number to call. The customer service person was negotiating with me and told me to keep the product for a $20 refund. I insisted on returning the unopened products for a full refund and was refused. Then she gave me a different address two times for the product to be returned for a partial refund. She refused to give me a billing department phone number or address. I need my full refund of 3 months of this product that I did not even order.

  Business Response

  Date: 02/21/2024

  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.

  As a gesture of goodwill and as a one-time exception, we went ahead and issued an additional refund of $59.75 effectively reimbursing the full amount of the refund, today. You can expect to see the refund reflected in your account within 5-10 business days.  This refund aims to rectify any inconvenience you have experienced and provide a fair resolution to the matter. Please note that we strictly follow our 30-day return and refund policy which is indicated in our Terms and Conditions. 
  
  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: 02/21/2024

   
  Complaint: 21308092
  
  I am rejecting this response because:
  I NEVER ordered anything from your company and I was charged three separate times. There was no paperwork inside the package that gave me any indication of who to contact for what was going on. There is no website either. Your company owes me three payments of $119 for something I was charged for and never ordered. 
  Sincerely,
  
  *********************

  Business Response

  Date: 02/26/2024

  Hello,

  I hope this message finds you well. We recently received your complaint regarding the refund request for the products you were subscribed to. We appreciate your feedback and the opportunity to address your concerns.
  
  First and foremost, we understand your frustration and regret any inconvenience caused. However, after careful examination of the matter, we must inform you that your refund request falls outside our 30-day return and refund policy which is indicated in our Terms and Conditions. Our policy is designed to ensure fairness and consistency for all our valued customers.
  
  As you are aware, our 30-day return and refund policy clearly states that eligible refunds can only be processed within 30 days from the date of purchase.
  
  Rest assured, the account is canceled and you won't receive any further charges. 
  
  
  Thank you

  Customer Answer

  Date: 02/26/2024

   
  Complaint: 21308092
  
  I am rejecting this response because:

  I did not order any supplements ever. I dont care about the 30 day return policy because I never was a customer. Please refund ALL of my money $319. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 02/28/2024

  Hello *****,
  
  We apologize for the inconvenience as we are limited with the policies in place for the products. Please note that we strictly follow our 30-day return and refund policy which is indicated in our Terms and Conditions. It appears that you placed the original order on 11/30/23. 
  
  As a one time courtesy, we went ahead and issued an additional refund of $119.49 as the customer requested. Please allow 5-10 business days depending on your bank's processing time for the credit to reflect back to your account.
  
  We hope you understand the matter of the situation that occurred on these charges. Rest assured, the account is canceled, and you won't receive any further charges. 

• Initial Complaint

  Date:02/20/2024

  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 had a issues with Pro Health and had a terrible experience trying to get a credit in the amount of $258.77. The credit finally came through but they refused to credit the shipping cost for the return. I never ordered the quantity they originally shipped and I do not agree with the return shipping costs of $12.90. I previously entered a review on Pro Health and made an error. I should have entered a complaint. One of the BBB employees helped me file a complaint.

  Business Response

  Date: 02/21/2024

  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 issued a full refund on 01/29/24 as the customer requested. Please allow 5-10 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: 02/27/2024

   
  Complaint: 21305048
  
  I am rejecting this response because they did not refund the cost of returning the items.  I paid $12.90 in **** costs.  

  Yes, I received the credit on 1/29/24 but it did not include the return shipping costs.  Please refund the $12.90 from 1/4/24.

  I did not order 7 bottles, therefore I should not be liable for the return shipping costs.  

  Tracking #**** 6110 1793 4004 1139 29  1/4/24

  Sincerely,
  

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

  Business Response

  Date: 02/28/2024

  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. 
  
  Unfortunately, the shipping fee is non-refundable. Per our Return Policy, you are responsible for any return postage costs. Rest assured, the account is canceled and you won't receive any further charges. 

  Thank you

• Initial Complaint

  Date:02/15/2024

  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 ordered their diet pills and when I received them, they were not *** approved. I contacted them and they said they would refund my money when they received them back. You can see in the attachment, they received them.Thankful for any help you can provide.

  Business Response

  Date: 02/16/2024

  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: 02/20/2024

   
  Complaint: 21298269
  
  I am rejecting this response because:

  Even though they said the refund would be expedited we have not heard any thing from them.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 02/21/2024

  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.
  
  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
  
  

• Initial Complaint

  Date:02/15/2024

  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.

  Ordered this product on December 21 that same day I received three different charges from this company one from $198 and two for $48. The bank was able to stop two $48 charges with $198 charge it gone through I had only Agreed to *****when I called this company they said it was too late I had to return it but they could take $70 off the charge if I wanted to. I said no I wanted all my money back waited came returned product took pictures had to wait for warehouse verification 7 to 10 business days and being longer than that, then had to go to the front office, then was told they couldnt credit my account , something was wrong it wasnt working then tried to get me for a $50 charge for restocking then agreed to get a check still waiting two weeks call today was told I need to wait another five days

  Business Response

  Date: 02/19/2024

  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.
  
  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

  Customer Answer

  Date: 03/05/2024

  Have waited much longer than the 5 days, still no one has got back to me and I have not received a check. Contacted them on  the 27th spoke to a lead person was told I would get a call back that day for sure no one called tomorrow will be a week I believe this company is not ever going to give my money back. Not sure what to do now that you have closed my claim either. 
  still need help, thank you for your time,

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

  Business Response

  Date: 03/07/2024

  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
  
  

• Initial Complaint

  Date:02/13/2024

  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.

  This company is a total scam. You try a "sample" order, and then you all of a sudden have a subscription and they are sending it monthly. AND THE GUMMIES DON'T EVEN WORK. I tried to email and contact through the website, which of course is not even real, error messages were the only thing i got. So i called and asked to return an UNOPENED package for a refund. They offered me $70 (I paid $198). When i said that was not ok, then they offered me 50%. I asked what could i get for a refund to send the whole unopened package back, I was told once the warehouse received it and charged me $10 per bottle (there were 5 bottles in this unopened package) they would process the refund. I ended up taking the 50% because there is no way I trust I would ever see ANY money refunded if i waited until I returned it.

  Business Response

  Date: 02/14/2024

  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.
   
  As a gesture of goodwill and as a one-time exception, we went ahead and issued an additional refund of $99.39 effectively reimbursing the full amount of the refund, today. You can expect to see the refund reflected in your account within 5-10 business days.  This refund aims to rectify any inconvenience you have experienced and provide a fair resolution to the matter.
  
  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:02/13/2024

  Type:Sales and Advertising 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 the *** keto gummies and also they tacked on another item, but I called immediately and they returned as I did not intent to buy the belly flush. I received the bottles of gummies and it was not what they advertised. It was only *** and no salts to make them the keto gummies I thought I was getting. I opened a claim BC2E122683. Then after speaking with customer support, again opened another ticket EE54C768E1F7 to return the gummies. I sent tracking information to the company, had to call to confirm they received and then they stated they attempted to refund my credit card but it would not go through but somehow the initial return worked up my credit card for the belly flush I accidentally added. Then they told me that theyd send me an eCheck. Ive not received and at this point honestly scared to trust an eCheck anyway. Id like my money back, this company is complete c*** and a scam! Ive been nothing but patient and you can tell their customer support is scripted.

  Business Response

  Date: 02/14/2024

  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